VP of Customer Success

Accountabilities:

You will own the Customer Success strategy and operating model, ensuring the team delivers measurable customer value, protects recurring revenue, and drives sustainable expansion. Your responsibilities will include:

• Own Net Revenue Retention (NRR), establish targets, monitor performance, diagnose gaps, and implement initiatives to improve retention and expansion.

• Design, document, and continuously refine the Customer Success playbook across onboarding, product adoption, customer health monitoring, renewals, and account expansion.

• Lead, coach, and develop Customer Success Managers and implementation specialists, strengthening team capabilities, accountability, and performance.

• Build proactive systems for identifying customer risks, preventing churn, managing escalations, and addressing issues before they affect retention.

• Own the end-to-end customer journey, including onboarding timelines, adoption milestones, communication cadences, renewal planning, escalation processes, and executive engagement.

• Establish a structured renewal outreach process using 90-, 60-, and 30-day checkpoints, standardized communications, risk indicators, and clear handoff procedures.

• Partner with Product to translate customer feedback into actionable roadmap priorities and collaborate with executive leadership on customer health and retention strategy.

• Represent the voice of the customer, communicating challenges and opportunities clearly and proactively across the organization.

• Manage and improve the use of the internal CRM to support accurate forecasting, renewal management, account health tracking, and expansion planning.

• Provide leadership with transparent, data-driven reporting on customer health, NRR trends, renewal risks, and growth opportunities.

• Build an effective Customer Success approach for enterprise, mid-market, and SMB customers across two distinct product lines, adapting processes to their needs and maturity.

• Take end-to-end ownership of the expansion motion, ensuring opportunities are identified, developed, and converted into measurable revenue growth.

Requirements:

The ideal candidate is an experienced Customer Success leader who combines strategic thinking, operational discipline, and a strong coaching mindset. You are comfortable building processes in evolving environments and take direct responsibility for measurable business outcomes. Key qualifications include:

• Proven experience building or significantly scaling a Customer Success function within a SaaS company, with direct ownership of NRR.

• A clear, practical understanding of effective Customer Success strategies and experience implementing playbooks in a fast-changing product, market, or organizational environment.

• Strong leadership and coaching abilities, with a demonstrated commitment to developing people, improving team performance, and building long-term capabilities.

• Excellent communication skills and a proactive approach to surfacing risks, sharing context, and addressing challenges early.

• The ability to navigate ambiguity and manage Customer Success across multiple product lines with different customer profiles, use cases, and levels of maturity.

• A balanced approach to structured processes, forecasting, and accountability while remaining adaptable to changing customer needs and market conditions.

• Experience supporting enterprise, mid-market, and SMB customers, with the ability to tailor engagement strategies to each segment.

• Familiarity with CRM systems and Customer Success tools, with a strong focus on data quality, reliable reporting, and consistent team adoption.

• Strong analytical skills and a results-oriented mindset, particularly in customer retention, renewal forecasting, customer health, and expansion revenue.

• A collaborative leadership style and the ability to build trusted relationships with Product, Sales, executive leadership, and customer stakeholders.

Benefits:

• Competitive base salary, with details shared during the first conversation.

• Performance-based bonus tied to NRR targets.

• Equity compensation.

• Flexible paid time off.

• Healthcare coverage.

• Dental and vision benefits.

• 401(k) plan.

• Flexible remote and work-from-home arrangements.

• Parental leave.