VP of Customer Success

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

📋 Description

• Take ownership of Net Revenue Retention (NRR), which includes setting targets, tracking progress, diagnosing gaps, and initiating improvement actions.

• Develop and implement the customer success playbook covering onboarding, adoption, health monitoring, renewal, and expansion strategies.

• Lead, nurture, and expand a customer success team consisting of Customer Success Managers (CSMs) and implementation specialists.

• Establish systems and practices to proactively identify customer risks before they lead to churn.

• Collaborate with the Product team to convert customer insights into actionable items on the roadmap.

• Work alongside the CEO and leadership team to assess customer health as a critical company metric.

• Manage the customer journey from contract signing through renewal, including onboarding schedules, adoption milestones, regular check-ins, escalations, and executive sponsorship.

• Utilize Pigeon CRM for effective forecasting, renewals, and monitoring account health, while also influencing its functionality.

• Serve as the voice of the customer within Vouched.

• Create a structured renewal outreach plan with 90/60/30-day timelines, standardized touchpoints, risk identification, and handoff procedures.

• Provide updates on customer health and NRR trends to the leadership team.

• Develop a comprehensive, documented, and operational customer success playbook.

• Ensure that churn risks and escalations are detected and addressed promptly.

• Enhance the customer success team through effective coaching and resource allocation.

• Establish a customer feedback mechanism in collaboration with the Product and Sales teams.

• Oversee the entire expansion process from start to finish.

⛳️ Requirements

• Proven experience in building or significantly scaling a customer success function within a SaaS company, with direct accountability for NRR.

• Strong insights into customer success playbooks and experience in navigating changes in product, market, or team dynamics.

• Demonstrated expertise in developing and mentoring customer success professionals.

• Proactive in communication and early problem escalation.

• Comfortable dealing with ambiguity across different IDV and KYA product lines.

• Capable of balancing structured playbooks, processes, and forecasting with a degree of flexibility.

• Experience working with enterprise, mid-market, and SMB customers.

• Familiarity with CRM systems and customer success tools.

• Ability to operate Pigeon, Vouched’s custom CRM, and contribute to its development for scalability in forecasting, renewals, and account health management.

🏝️ Benefits

• Flexible paid time off

• Healthcare coverage

• Dental insurance

• Vision insurance

• 401k plan

• Equity compensation

• Flexible remote and work-from-home options

• Parental leave

• Performance-based bonuses linked to NRR targets