VP of Customer Success

About The Role

Lettrlabs is seeking a VP of Customer Success to lead the entire post-sale customer journey, integrating Customer Success Managers, Customer Service, and Support Account Coordinators with Account Management. Key responsibilities include owning activation, utilization, retention, and spend growth metrics; unifying and scaling the organization; defining and executing onboarding, reporting, and retention playbooks; building a Voice of Customer program; and owning the team KPI of spend driven through scaled partnerships.

• Team Leadership & Organizational Development:
• Lead, unify, and grow the combined Customer Success and Account Management organization.
• Partner with existing leaders to define team structure, roles, and career paths.
• Recruit, hire, and develop the team alongside existing leadership.
• Train and enable Account Coordinators with necessary tools and playbooks.
• Retention, Expansion & Spend Growth:
• Own GRR, NRR, time to activation, and activation utilization rate.
• Drive overage and spend growth across the customer base.
• Partner with Sales on renewal and upsell strategy.
• Own scale-partnerships spend KPI through the Account Coordinator team.
• Strategy, Operations & Reporting:
• Design and own the CS/AM operating model, including onboarding, playbooks, tooling, and reporting.
• Build and maintain reporting across KPIs and present regular business reviews.
• Scope and help build out workflows in HubSpot and Asana.
• Select and implement a Customer Success platform.
• Bring strong analytical rigor and identify new AI applications.
• Customer Experience, ROAS Enablement & Voice of Customer:
• Enable CS team to speak fluently about campaign ROAS and customer performance data.
• Create a structured Voice of Customer program, including customer case studies.
• Partner cross-functionally with Sales, Product, and Marketing.

Requirements

8+ years of Customer Success and/or Account Management experience, including senior leadership managing managers, in a B2B SaaS or platform business. Must demonstrate ownership of both sides of the retention/expansion equation and have experience in a services or agency component. Strong technical fluency, hands-on with pivot tables and customer data analysis, and experience selecting and implementing a Customer Success platform are required. Data-driven and AI-forward, with a commitment to a fast-paced, high-growth environment.