VP, Customer Success

Accountabilities:

Customer Success strategy and vision: Define and execute the overall Customer Success and Support strategy, aligning customer lifecycle initiatives with company objectives, market dynamics, and long-term growth priorities. Continuously optimize the customer journey across onboarding, adoption, value realization, retention, expansion, and advocacy.
Organizational leadership and team development: Lead, recruit, develop, and scale a high-performing Customer Success organization, including Customer Success Managers and their leadership teams. Establish clear expectations, performance standards, accountability frameworks, and development opportunities that support sustainable organizational growth.
Customer value realization and ROI: Partner with executive leadership and Product teams to define, measure, and communicate customer return on investment (ROI). Ensure customers understand the value of the platform, achieve their business objectives, and realize measurable benefits throughout their relationship.
Retention and revenue expansion: Drive customer retention, account growth, upselling, cross-selling, and professional services opportunities. Collaborate with Sales leadership to establish effective engagement models, account ownership principles, and commercial processes that maximize revenue from existing customers.
Customer lifecycle optimization: Develop scalable customer success models, including high-touch, technology-enabled, community-led, and managed-service approaches, to improve customer outcomes while optimizing resource allocation and operational efficiency.
Cross-functional go-to-market alignment: Serve as an executive partner to Sales, Marketing, Customer Programs and Enablement, and Product Development to deliver a consistent customer experience from acquisition through renewal and expansion. Align go-to-market strategies, customer engagement programs, and account growth initiatives.
Voice of the customer and product strategy: Represent customer needs, feedback, and pain points to Product and Engineering teams through structured, data-driven insights. Collaborate with Marketing and Sales to consolidate market feedback and inform product priorities, roadmap decisions, and investment strategies.
Executive relationship management: Build and maintain strategic relationships with key customer stakeholders, providing executive oversight for high-value accounts and leading the resolution of complex customer escalations. Strengthen customer trust and develop long-term advocacy.
Performance management and analytics: Define, monitor, and report on key performance indicators, including time to value, customer health, gross and net revenue retention, churn, expansion revenue, team productivity, forecast accuracy, and employee engagement.
Operational excellence: Establish a culture of continuous improvement, predictable execution, and data-informed decision-making. Leverage technology, automation, and optimized workflows to improve service quality, increase team efficiency, and reduce operational friction.
Financial and resource management: Own the Customer Success organization's budget, oversee resource allocation, and manage costs while maintaining high service standards and maximizing customer value.
Business growth and profitability: Contribute to annual recurring revenue (ARR) growth, improved gross margins, and market share expansion through stronger customer retention, operational efficiency, and customer advocacy.
Leadership and organizational culture: Foster a customer-centric environment built on accountability, collaboration, continuous learning, and employee development. Monitor team engagement and retention while ensuring the organization remains effective as the business scales.
Industry representation and thought leadership: Represent the organization's customer success expertise at industry conferences, professional events, and thought leadership initiatives, strengthening market credibility and sharing best practices.
Requirements:
Professional experience: At least eight years of progressive leadership experience in Customer Success, Account Management, or other post-sale functions within a B2B SaaS environment.
Executive leadership: At least three years of experience in Director-level or more senior leadership positions, with a demonstrated track record of managing multi-level teams, including managers of managers, and scaling organizations through periods of significant growth.
SaaS and customer lifecycle expertise: Deep understanding of SaaS business models, customer lifecycle management, onboarding, product adoption, retention strategies, account expansion, and customer advocacy.
Industry knowledge: Experience in HR technology, employee engagement, performance management, or a related SaaS sector is strongly preferred, particularly familiarity with relevant buyer personas, customer needs, and industry dynamics.
Strategic planning and financial management: Proven ability to develop and execute business strategies, manage budgets, allocate resources, forecast retention and expansion, and establish data-driven performance indicators linked to measurable business outcomes.
Analytical and problem-solving skills: Strong analytical capabilities, with the ability to interpret complex customer and business data, identify trends, assess risks, and translate insights into actionable strategies and compelling executive-level recommendations.
Scalable Customer Success models: Demonstrated experience designing and implementing customer success approaches such as high-touch engagement, technology-enabled service delivery, community-led programs, and managed services.
Revenue growth and commercial alignment: Strong understanding of sales methodologies and the relationship between Sales and Customer Success, including renewal management, upselling, cross-selling, account expansion, and commercial engagement strategies.
Customer relationship management: Proven ability to build trusted relationships with senior customer stakeholders, manage strategic accounts, resolve executive escalations, and improve customer satisfaction and retention.
Cross-functional leadership: Experience partnering effectively with Sales, Marketing, Product, Engineering, and executive leadership to align priorities, improve customer outcomes, and influence business decisions.
Operational excellence: Ability to establish scalable processes, performance frameworks, and operating rhythms that improve organizational productivity, forecast accuracy, and service quality.
People management and talent development: Strong coaching, mentoring, communication, and organizational leadership skills, with experience building management capabilities, developing talent, and maintaining high-performing teams.
Adaptability and strategic judgment: Ability to thrive in a fast-paced, evolving environment, navigate ambiguity, balance competing priorities, and make sound decisions that support long-term organizational success.
Executive communication: Exceptional presentation, stakeholder management, and communication skills, including the ability to articulate complex strategies and performance insights clearly to executive audiences.
Remote leadership: Ability to lead distributed teams, maintain effective communication across functions, and build a strong organizational culture in a remote-first environment.
Benefits:
Competitive annual base salary: $175,000–$225,000 USD, depending on experience and qualifications.
Variable compensation: Additional target variable compensation opportunity on top of the base salary, subject to the applicable compensation structure.
Remote work flexibility: United States-based remote position offering flexibility in where you work.
Executive leadership opportunity: The chance to shape the overall Customer Success strategy and directly influence customer retention, expansion revenue, and business performance.
Professional growth: Opportunities to develop executive leadership capabilities, influence organizational strategy, and scale a customer success function in a growing SaaS environment.
Cross-functional influence: Direct collaboration with Sales, Marketing, Product, and executive stakeholders, with the opportunity to influence customer experience and product direction.
Meaningful customer impact: The opportunity to help organizations strengthen employee engagement, build positive workplace cultures, and achieve measurable value from technology solutions.