VP of Customer Success

Responsibilities

• Own the overall Customer Success strategy and execution across onboarding, adoption, customer health, renewals, retention, and expansion
• Lead, mentor, and develop a high-performing Customer Success organization, creating a culture of accountability, customer obsession, and continuous improvement
• Drive Net Revenue Retention (NRR), Gross Revenue Retention (GRR), customer satisfaction, and overall customer outcomes
• Build scalable customer success processes, playbooks, and operational frameworks that support continued company growth
• Develop customer segmentation strategies, success plans, health scoring, and proactive engagement models
• Partner closely with Sales, Product, Professional Services, Marketing, and Support to deliver a seamless customer experience throughout the customer lifecycle
• Serve as the executive sponsor for strategic enterprise customers, building trusted relationships and supporting executive-level engagements
• Establish and monitor key Customer Success KPIs, providing regular reporting and data-driven recommendations to executive leadership
• Identify opportunities to improve customer adoption, reduce churn, and increase expansion opportunities
• Build scalable forecasting and operational planning processes for renewals, customer health, and team capacity

Requirements

• 6+ years of leadership experience in Customer Success, Customer Experience, Account Management, or related customer-facing SaaS leadership roles
• Proven experience scaling high-growth SaaS companies, ideally from $10M-$50M ARR and beyond
• Strong track record improving customer retention, adoption, expansion, and overall customer health
• Deep understanding of SaaS business models, recurring revenue, customer lifecycle management, and success metrics
• Experience working with enterprise customers and executive stakeholders
• Strong analytical and operational mindset with the ability to use data to drive decisions
• Excellent leadership, coaching, communication, and cross-functional collaboration skills
• Hands-on leader who enjoys building processes while remaining close to customers and the business
• Experience working closely with executive leadership and influencing company strategy through customer insights

Nice to have

• Experience in customer education, learning technologies, virtual labs, cybersecurity, developer platforms, or technical enablement environments
• Familiarity with operational frameworks such as EOS, OKRs, or similar scaling methodologies
• Experience working with enterprise customers and customer success-driven SaaS organizations