VP, Customer Success

About the Role

The VP, Customer Success is responsible for the strategy, performance, and culture of Kipu's Customer Success function. Reporting to the Chief Customer Officer, this leader owns retention, adoption, and customer lifetime value across Kipu's full customer base spanning SMB, mid-market, and enterprise segments in the behavioral health industry. This role leads a team of Customer Success Managers, sets the operating model for customer engagement at every stage of the lifecycle, and serves as a critical cross-functional partner to Sales, Product, Marketing, and Professional Services. This is a builder/operator role focused on establishing systems, playbooks, and team capabilities to scale customer outcomes while addressing complex escalations and driving executive relationships.

Responsibilities

• Strategy & Business Leadership
  • Define and execute the CS strategy across all customer segments, balancing digital/scaled engagement with high-touch coverage.
  • Own CS OKRs and key metrics including gross retention, net retention, product adoption, and customer health scores.
  • Refine the operating model, segmentation, coverage ratios, engagement cadences, and success plays to enable scalable efficiency.
  • Demonstrate P&L awareness; manage headcount and investment decisions aligned with ARR and cost-to-serve targets.
  • Use product, market, and industry expertise to anticipate customer needs and translate insights into CS priorities.
• Team Leadership & Development
  • Lead, coach, and develop a team of CSMs and a CS manager; build a culture of accountability and continuous improvement.
  • Build development plans and succession pipelines; elevate manager effectiveness at scale.
  • Establish clear decision rights, accountability models, and operating rhythms for confident execution.
  • Address performance proactively; recognize achievement and drive high standards for results and customer experience.
• Customer Outcomes & Lifecycle Ownership
  • Own the customer journey: onboarding, adoption, value realization, renewal, and expansion.
  • Design and refine scaled and high-touch engagement models for behavioral health customers.
  • Leverage customer health data and usage signals to proactively identify risk, drive adoption, and surface growth opportunities.
  • Resolve complex escalations by orchestrating resources across Support, Product, and Services.
• Cross-Functional Leadership
  • Champion enterprise-wide collaboration; resolve strategic conflicts and establish norms for cross-org execution.
  • Serve as the primary CS voice in leadership forums, influencing product roadmap and implementation priorities.
  • Partner with Sales to define expansion triggers, renewal strategy, and CS-to-Sales handoffs.
  • Partner with Customer Enablement and Professional Services for seamless customer experiences.
  • Shape the strategic narrative around CS performance for executive and board-level audiences.

Qualifications

• 8+ years in Customer Success, Account Management, or related functions with 4+ years leading people managers in a SaaS environment.
• Demonstrated experience building and scaling CS organizations across SMB, mid-market, and enterprise segments.
• Strong operational and analytical mindset; fluency in health scoring, renewal forecasting, and data-driven customer management.
• Proven ability to navigate complex organizations and drive alignment across Sales, Product, and Services.
• Experience with scaled/digital CS motions and high-touch enterprise engagement models.
• Excellent executive communication skills; able to translate complex customer dynamics into clear strategy.
• Adaptable and resilient; thrives in environments of change and ambiguity.
• Healthcare or health tech SaaS experience strongly preferred; behavioral health familiarity a plus.

Benefits

• Flexible paid time off.
• 11 Paid Holidays.
• Health, Dental, Vision, Disability, and Life Insurance.
• Parental Leave.
• Pet Insurance.
• 401(K) with Company Match.