VP of Customer Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of the entire post-sale Customer Success organization and scale it as the company enters its next growth phase.

• Lead a team of 12 Customer Success Managers (CSMs) across both General Contractor and Specialty Contractor segments, alongside an expanding management layer and customer support.

• Be responsible for gross revenue retention and net revenue retention for enterprise, mid-market, and SMB customers.

• Develop the enterprise Customer Success strategy, which includes creating multi-stakeholder account plans, establishing executive sponsorship, and implementing account governance.

• Design coverage frameworks, segmentation strategies, hiring plans, and the management structure required for scaling.

• Mentor managers, create career advancement paths, and recruit leaders capable of scaling operations.

• Implement weekly and monthly portfolio assessments, call coaching, quarterly business reviews (QBRs), onboarding processes, and board-level metrics.

• Facilitate cross-functional collaboration with Sales, Product, and Finance teams.

• Enhance tools and AI-driven workflows to accelerate revenue management growth faster than headcount increases.

• Report directly to the Chief Revenue Officer (CRO).

⛳️ Requirements

• Over 10 years of experience in Customer Success, including more than 5 years in leadership roles within B2B SaaS organizations.

• Direct accountability for a retention metric within a company generating between $20M to $50M in Annual Recurring Revenue (ARR).

• Extensive enterprise experience managing executive relationships, overseeing complex multi-site or multi-stakeholder accounts, and handling enterprise renewals and expansions.

• Experience in managing managers and operating a multi-segment Customer Success organization.

• Proven track record of developing scalable processes, establishing operating rhythms, maintaining forecasting discipline, and implementing onboarding and QBR programs along with segment-specific coverage models.

• Strong execution bias with the ability to make prompt and clear decisions.

• Executive presence, including conducting coaching call reviews and presenting retention strategies to the board.

• High level of ownership.

• Experience in construction or vertical SaaS is a plus.

🏝️ Benefits

• Lead a comprehensive function during a crucial growth phase.

• Join a strong team with robust processes and impressive retention rates.

• Be part of a culture founded on the principles of: Be Curious, Keep It Simple, Customer Obsession, and Raise the Bar.