VP Post-Sales

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

📋 Description

• Take charge of post-sales outcomes, including net revenue retention, gross retention, renewal rates, and customer health across both Customer Success and Support.

• Recruit and nurture team leaders and managers to create a scalable management structure.

• Enhance health scoring, establish QBR cadence, create escalation paths, and improve support SLAs.

• Collaborate with Sales on renewals and expansions while proactively identifying churn risks.

• Advocate for the customer's perspective in discussions regarding the Product and Engineering roadmap.

• Represent post-sales priorities at the leadership level.

• Manage the post-sales budget and forecast retention and support metrics for executive leadership and the board.

• Uphold support quality as ticket volumes increase, focusing on response times, resolution quality, and customer satisfaction.

• Work alongside Sales, Product, Marketing, and Finance on customer lifecycle strategies and expansion efforts.

⛳️ Requirements

• A minimum of eight years in leadership roles within Customer Success and/or Support.

• Proven experience in managing managers, not just individual contributors.

• A successful track record of scaling a post-sales team within a similar size range, approximately ten to thirty members.

• Experience in developing the management layer.

• Demonstrated accountability for retention and renewal metrics, including NRR, GRR, and churn, along with a solid record of enhancing them.

• Background in building or significantly refining post-sales processes, such as health scoring, QBRs, escalation management, and support SLAs.

• Comfortable working in partnership with Sales leadership, Product, and Engineering teams.

• A data-driven approach to decision-making is essential.

• Capable of managing a budget and providing forecasts against it.

• Excellent executive communication skills, including experience presenting to C-level leadership and board members.

• Experience in B2B SaaS, preferably with a technical or developer-facing product.

🏝️ Benefits

• Competitive salary and equity package.

• Medical, dental, and vision plans available for employees and their dependents.

• 401k Pension Plan.

• 26 days of paid time off annually, plus local bank holidays.

• Flexible working hours and a balanced 40-hour workweek.

• Opportunity to work from anywhere.

• Budget for learning and education.

• Company offsites.

• Remote work from any location within the US.

• An international, diverse, and dynamic team with a friendly and supportive company culture.