VP of Customer Success

Overview

Lead Customer Success to drive adoption, retention, and revenue growth.

Key Responsibilities

• feedback synthesis
• advocacy program
• qbr expansion
• time-to-value
• ops optimization
• lifecycle design

Tasks

-Strategic Product Partnership: Map out a new product input path to synthesize unprioritized customer feedback ("noise") into clear, actionable signals that directly influence the Product and Engineering roadmap. -Impact: You will solve core leadership and systems flaws, directly impacting company valuation and future trajectory. -Build Customer Advocacy: Turn customer success into market impact through structured advocacy programs (case studies, references, G2 reviews, conferences) that directly drive pipeline and revenue growth. -Drive Revenue Growth: Define and execute a strategy using SaaS post-sales mechanics to achieve positive outcomes in Gross Retention Rate (GRR) and significantly grow Net Revenue Retention (NRR) to be above industry standards (>115%) -Scale the Team: Lead post-sales teams through scale without adding excess headcount or tool costs (HC bloat). Coach and incentivize key team members to help drive the team through transition. -Inspect and Expand: Inspect Quarterly Business Review (QBR) motions as a path to expansion and increased customer ROI. -Transformative Role: You will be the architect of the customer experience, directly building the growth engine for a high-growth SaaS company. -Lead with Ownership: Instill a culture of high agency and ownership. Eliminate the tendency for problems to be "thrown over the fence" to Product, Engineering, or the CEO. -Accelerate Time-to-Value: Redesign and own the customer lifecycle to deliver a clear, measurable ROI within 90 days that drives adoption and long-term retention. -Optimize Operations: Clear up and simplify the Sales-to-CS handoff and train both organizations in the streamlined process with clear documentation / templates.

Requirements

• saas
• nrr
• series a
• post‑sales
• product roadmap
• fintech

What You Bring

-Customer Financial Fluency: The ability to frame customer impact, translate it into executive trade-offs, and define clear ROI for both Rabbet and the customer. -Product Feedback Synthesis: Proven ability to turn customer insights into inputs, priorities, and influence on the product roadmap. -Prior experience leading a post-sales team through scale without layering on excess headcount or tool costs. -Bonus: Familiarity with fintech, lending, or real estate workflows. -Market Fluent: Excited to dive deep into the pain points of both the developer and lender customer segments. -Demonstrated history of successfully partnering with Product/Engineering to drive roadmap via customer insights. -Experience growing NRR meaningfully at a Series A-B SaaS company. -Advocacy and Growth Expertise: Experience connecting customer satisfaction to measurable revenue impact. -Operational Fluency: Deep mastery of SaaS post-sales mechanics required to achieve superior NRR/GRR outcomes. -Strategic Communication: Ability to communicate and frame trade-offs in CEO/board language. -High Agency: Owns a bias to act and drive real change, committed to execution over merely reporting.

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