VP, Customer Success

Description

• Unite technical teams around commercial outcomes while respecting their expertise and technical depth.
• Lead Customer Success, Customer Support, Account Management, and Key Accounts teams (60+ people globally).
• Establish clear metrics, processes, and accountability for an outcomes-focused success and support team
• Coach and develop your team to build strong leadership throughout the organization.
• Use customer health data and renewal pipelines to forecast revenue and proactively address at-risk accounts
• Develop and execute strategies to maximize customer value through proactive success plans and initiatives
• Drive cross-functional collaboration with Product, Engineering, and Marketing to ensure customer insights inform product development and go-to-market strategies.
• Revenue-driven: focuses on maximizing Annual Recurring Revenue (ARR) and uses data to drive growth decisions.
• Work closely and collaboratively with our Sales Team and GTM Operations Team to ensure a united and cohesive GTM strategy and team.
• Implement scalable systems and workflows that support rapid growth while maintaining service quality and cost efficiency
• Own all revenue outcomes from our existing customers, including Net Expansions and Gross Logo Retention
• Act as an escalation point for customer issues while building systems that improve customer satisfaction metrics
• Evolve the Customer Success organization to directly own expansion goals and renewal accountability, building on strong customer relationships and high NPS scores to ensure customers get great outcomes first, which drives sustainable business results
• Foster a flat, collaborative culture that empowers managers and individual contributors.
• Create Clarity: Help everyone understand the "why" behind decisions and connect their work to broader goals. Cut through complexity to focus on what matters.
• Generate Energy: Inspire momentum and confidence in and outside your team. Celebrate wins and create quick feedback loops to keep us moving forward

Requirements

• Highly data-driven with a deep understanding of key SaaS metrics, particularly retention data, and the ability to instill high-level accountability across the organization.
• 10+ years of hands-on experience in post-sales functions such as Customer Success or Account Management, with a significant portion spent at a high-growth B2B SaaS company.
• Extensive experience leading quota-carrying teams, with a focus on driving account growth and expansion through proactive strategies.
• Skilled in leading technical teams and navigating complex products, with the added benefit of prior experience leveraging product analytics to impact customer outcomes.
• Proven visionary leader with a strong track record of driving transformational change and leading large, complex teams, including managers.
• Trusted executor: Leads through ambiguity, drives progress quickly, and keeps teams aligned and accountable

Benefits

Compensation: $180,000 - $225,000 / year

• Hybrid work arrangements and WFH equipment provided
• Professional development budget and leave
• Employee share options
• Monthly telephone and/or internet allowance
• Fully paid employee United Platinum PPO medical, dental, and vision coverage
• 3% non-elective employer contribution to 401(k)
• 20 days paid vacation time per year with no accrual or carryover cap
• The opportunity to take part in our mentorship program
• Paid primary & secondary parental leave policies

Training + Development

Interview process

Visa Sponsorship

Security clearance