VP of Customer Success & Adoption

📋 Description

• Own adoption and time-to-value; design onboarding and adoption flows.
• Drive net revenue retention; own renewals and expansion.
• Build CS playbooks; define journey, segmentation, and health scoring.
• Stand up tooling and signals; evaluate CS tools and analytics.
• Engage with top accounts; be trusted advisor linking outcomes to product value.
• Reduce churn and de-risk renewals; create early-warning for at-risk accounts.

🎯 Requirements

• 12+ years in customer success; 6+ years in leadership; hands-on ownership.
• Proven CS function builder; scaled CS without existing playbooks or tooling.
• Track record of adoption and expansion; measurable NRR/GRR improvements.
• Strong commercial instincts; comfortable owning targets and expansions.
• Coaching mindset; develop and grow teams.
• Data fluency; use usage data and health signals to drive actions.