VP of Customer Success

CarePortal is a Care-Sharing technology that drives action for local kids and families in crisis. We subscribe to the vision that through the Church and Community, there can be More Than Enough care for every child through the power of Care-Sharing in local communities before, during, and beyond foster care. The goal is transformation from child welfare to family well-being in the lives of hurting children/families, the Church, and the Community. We develop and mobilize robust Care-Sharing Networks and lead with Courage, Humility, and Excellence. Position Summary The Vice President of Customer Success is a senior executive leader responsible for defining, building, and scaling CarePortal’s Customer Success function to ensure customers are effectively activated, engaged, and growing in their impact over time. Reporting to the COO, this role operates as a key member of the executive leadership team, working in close partnership with other Vice Presidents to drive organization-wide strategy, alignment, and execution. The VP of Customer Success ensures that CarePortal’s operating model translates into measurable outcomes: more requests met, stronger engagement, and sustained care for children and families. This leader owns the full post-acquisition customer lifecycle, from onboarding through activation and ongoing success, ensuring that systems, teams, and processes are aligned to deliver a consistent, scalable, and mission-driven customer experience. Leadership & Organizational Alignment Serve as a key member of the senior leadership team, partnering with the COO and fellow VPs to shape organizational strategy, priorities, and execution. Contribute to enterprise-level decision-making, ensuring Customer Success is aligned with CarePortal’s mission, growth objectives, and operational strategy. Provide leadership and clarity across the organization during periods of change and growth. Model and reinforce CarePortal’s culture of servant leadership, courage, humility, and excellence. Customer Success Strategy Define and implement a scalable Customer Success model aligned to the lifecycle (Onboarding, Activation, and Success ownership). Establish segmentation strategies (churches, agencies, champions) to optimize engagement and impact. Establish playbooks for onboarding, activation, engagement, reactivation, and growth. Ensure consistent and high-quality customer experience across all segments. Cross-Functional Collaboration Partner with Product and Data teams to create Customer Success dashboards for team task management and performance tracking. Ensure seamless handoffs between Network Development, Onboarding, and Engagement. Collaborate with Operations to refine processes and improve efficiency. Work with Network Development to ensure strong acquisition-to-onboarding handoffs. Coordinate with Marketing and Product to make customer connections for user research and meaningful connection stories. Operational Excellence and Scalability Build and refine customer support systems that enable the organization to scale without losing the relational aspect of the mission. Champion the adoption of automation and process improvements to increase effectiveness. Ensure CRM and chosen tools are utilized consistently as the system of record for customer lifecycle management. Qualifications What You Bring to the Organization Bachelor's degree in business, Organizational Leadership, or related field. 8–10+ years of experience in Client Services, Training, Account Management, or related leadership roles. Proven experience building or scaling a Customer Success function. Strong understanding of lifecycle management, segmentation, and retention strategies. Experience building high-performing teams. Data-driven decision-maker with experience using CRM, dashboards and KPIs. Financial acumen and experience with budget development, management, and forecasting. Exceptional communication and presentation skills, comfortable presenting to executive teams and boards. Collaborative approach with ability to influence across departments without direct authority. Ability to lead through change and build trust across teams. Passionate about CarePortal’s mission and committed to our core values: Courage, Humility, and Excellence. Benefits CarePortal, LLC offers a competitive benefits package for full-time positions (30+ hours per week) including health, dental, vision and employer paid life insurance, retirement savings and generous PTO plan and a highly competitive, market-indexed compensation when compared to similar non-profit roles. Compensation is commensurate with relevant skills and experience. Final Word This is not a maintenance role. This is a transformation role. We need a Strategic Leader who will innovate relentlessly and drive CarePortal to its next level of national and global impact. #J-18808-Ljbffr