VP of Customer Success

This is a fully remote position, open to applicants in New York.

📋 Description

• You will oversee all activities following the sale — including Account Management, Support, and Solutions (encompassing onboarding) — functioning as one cohesive unit with a single objective: to retain and enhance every dollar of customer revenue.

• You will be solely responsible for Net Revenue Retention — safeguarding revenue through renewals and recovery, while expanding it via a designated expansion target developed in collaboration with our CRO and revenue team.

• You will execute the Customer Success Playbook consistently and with discipline across all pods and regions — managing segmentation, engagement statuses, health scoring, Executive Business Reviews (EBRs), and the regular cadence of weekly, monthly, and quarterly engagements, all informed by data rather than instinct.

• You will ensure implementation and early lifecycle success through the Solutions team, allowing customers to realize value quickly and maintain their engagement.

• You will recruit, develop, and guide team leads and individual contributors across Account Management, Support, and Solutions in various time zones — enhancing their AI proficiency so they can create and scale their own autonomous workflows.

⛳️ Requirements

• A minimum of 8 years of leadership experience post-sale in B2B SaaS — encompassing Customer Success, Account Management, or similar roles — including over 3 years of experience leading managers and cross-functional teams.

• A demonstrated and quantifiable history of enhancing Net Revenue Retention and decreasing churn within a growth-oriented B2B SaaS organization — you are intimately familiar with your metrics and can present them clearly.

• Experience in owning or co-owning expansion revenue, effectively collaborating with sales leadership to drive account growth.

• Experience serving a global clientele and managing remote teams distributed across various regions, cultures, and time zones — adept in both live and asynchronous settings.

• Familiarity with operating a hybrid revenue model that includes both product-led/self-serve and sales-led approaches.

• A practical AI builder: you have personally crafted and implemented agent workflows and automation in Customer Success or service operations, can articulate your technology stack, and showcase the outcomes.

• A proven track record of executing defined playbooks and operational models with discipline — you enable systems to function effectively, not just design them.

• Possess executive presence and credibility with senior customer stakeholders, particularly in high-stakes situations such as escalations and renewal risks.

• Comfortable engaging directly with Customer Success tools, CRM, and product usage data. Experience with HubSpot is advantageous.

• Located in North America, with working hours that overlap Eastern Time and the capacity to travel 10-20%, including occasional international trips.

🏝️ Benefits

• Competitive compensation linked to the company’s performance that you help drive.

• Direct reporting to the CEO, providing a significant role at the leadership level.

• A profitable and growing company — your budget is sourced from customers rather than reliant on a burn rate.

• The playbook is established and the teams are set — your focus will be on optimizing performance rather than rectifying issues.

• Fully remote and flexible work environment — collaborate with talented individuals across 30+ countries, with opportunities to travel to exciting locations.