VP of Customer Success

📋 Description

• Own Net Revenue Retention (NRR), establish targets, monitor performance, diagnose gaps, and
• Design, document, and continuously refine the Customer Success playbook across onboarding, product
• Lead, coach, and develop Customer Success Managers and implementation specialists, strengthening
• Build proactive systems for identifying customer risks, preventing churn, managing escalations, and
• Own the end-to-end customer journey, including onboarding timelines, adoption milestones
• Establish a structured renewal outreach process using 90-, 60-, and 30-day checkpoints

🎯 Requirements

• Proven experience building or significantly scaling a Customer Success function within a SaaS
• A clear, practical understanding of effective Customer Success strategies and experience
• Strong leadership and coaching abilities, with a demonstrated commitment to developing people
• Excellent communication skills and a proactive approach to surfacing risks, sharing context, and
• The ability to navigate ambiguity and manage Customer Success across multiple product lines with
• A balanced approach to structured processes, forecasting, and accountability while remaining

🎁 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.