VP, Customer Success

We’re looking for a VP of Customer Success to define and lead our customer success strategy as we enter our next stage of growth. You’ll own the end-to-end customer journey, managing a high velocity CS team while building scalable systems that make adoption predictable and measurable. Your goal: make Starbridge best-in-class in implementation speed, value realization, and ongoing adoption. You’ll ensure that customers see measurable outcomes fast, continue realizing new value as our platform evolves, and feel supported through every phase of growth and every new use case. Responsibilities & Impact Own the customer lifecycle end-to-end ensuring every customer achieves measurable success with Starbridge. Build and lead the Customer Success organization , managing and mentoring a high-performing team of technical CSMs who deliver white‑glove engagement and technical guidance. Develop scalable processes for onboarding, training, proactive adoption, and support, preserving Starbridge’s hands‑on experience while enabling efficient growth. Design frameworks for best‑in‑class implementation , ensuring customers realize time‑to‑value quickly and consistently. Create the frameworks for a scalable support function that ensures customers get timely, high‑quality help as we grow. Ensure ongoing value realization , helping customers continuously identify and adopt features that align with their evolving goals. Operationalize customer health and success metrics to predict adoption, surface risks early, and make outcomes measurable and repeatable. Partner cross‑functionally with Product and Sales to ensure feedback loops are tight and customer insights drive roadmap and GTM priorities. Serve as executive sponsor for key enterprise relationships, bringing both technical fluency and business acumen to strategic conversations. Implement systems and tools to manage customer data, track engagement, and automate key workflows. Build customer community to drive network effects and evangelism within our customer base. What You Bring Must Have 10+ years of experience in Customer Success within high‑growth B2B SaaS, including 4+ years managing teams. Proven success scaling a CS organization from early‑stage (Series A–B) to growth stage while maintaining deep customer intimacy. Strong operator’s mindset: you design systems and processes that make adoption predictable and repeatable. Experience implementing customer health models , adoption metrics, and success plans across varied customer segments. Comfort engaging at both strategic and tactical levels: you can jump into a customer Slack channel one day and present retention forecasts to the board the next. Excellent communication, leadership, and relationship‑building skills: you inspire trust internally and externally. Empathy and a true customer‑obsessed mindset — you see every decision through the lens of the customer journey. Nice to Have Experience leading Customer Success for a technical or AI‑driven product where customer enablement involves consulting or data workflows. Background in solutions engineering, consulting, or support , bringing strong technical curiosity and comfort with complex customer environments. Familiarity with customer success platforms and analytics tools (Amplitude, Salesforce). Track record of building customer advocacy programs or user communities . Experience partnering with founders and executive teams at fast‑scaling, early stage companies . Interview Process We move fast — really fast. Getting back to someone today beats tomorrow, and our interview process reflects that mindset. Please keep us posted on your timeline so we can move quickly and speed things up where needed. How We Work Build Bridges to Help Customers Win - We pride ourselves on being obsessively customer‑centric. Shooting Star Speed - We move with extreme speed. We value momentum, decisiveness, and the ability to accelerate when it matters. Fun Is a Feature - Fun is a Feature means we intentionally design Starbridge to be an energizing place to do hard work. Joy, humor, and camaraderie make great teams faster, sharper, and more resilient. In the Arena - We believe the best ideas come from living close to the work, feeling the friction, hearing the nuance, and experiencing the details firsthand. Benefits include: Competitive salary + early‑stage equity Comprehensive medical, dental, and vision insurance Company provided lunch in office everyday 75% coverage of Chelsea Piers Fitness membership Unlimited PTO Regular offsites (NYC + global locations) #J-18808-Ljbffr