Head of Customer Success

Company Vector is the contact‑based advertising platform, built for marketers, by marketers. Reveal turns anonymous site and ad traffic into named, verified contacts; Target builds always‑on ad audiences from that data, so every ad dollar maps to real pipeline, not vanity metrics. We’re backed by Y Combinator, SignalFire, and HubSpot Ventures, and growing fast. Role Vector is hiring a Head of Customer Success to build and lead the function that helps customers turn contact‑level advertising data into measurable pipeline results. This is a hands‑on leadership role for someone who can operate as both strategic partner and builder, owning the post‑sale journey (onboarding, adoption, retention, expansion, executive relationships) while standing up the systems and team Vector needs to scale. Our customers are sophisticated B2B marketing, demand gen, growth, and RevOps teams. They’re not just buying software, they’re changing how they identify buyers, activate audiences, and connect marketing activity to pipeline. You’ll help translate Vector’s technology into repeatable workflows, stronger campaign performance, and clear business value, working closely with Sales, Marketing, Product, and Operations along the way. Responsibilities Own the customer lifecycle: Own the post‑sale journey (onboarding, adoption, renewals, expansion, and advocacy) from contract signature through long‑term growth. Build the function: Build the operating model from scratch: segmentation, engagement cadence, playbooks, and systems for a growing customer base. Lead strategic accounts: Develop trusted relationships with senior marketing, demand gen, growth, and RevOps stakeholders as an advisor on contact‑based advertising. Accelerate time to value: Get customers to meaningful usage fast, then close adoption gaps and connect product use to results- match rates, ad waste, pipeline attribution. Own retention and growth: Build proactive account plans, spot risk early, and partner with Sales on renewal and expansion strategy. Build health & reporting infrastructure: Define customer health indicators and run executive business reviews that tie product usage to pipeline impact. Represent the customer internally: Turn customer feedback into input for Product, Marketing, Sales, and Ops, and partner with Marketing on case studies, testimonials, and references. Build the team: Hire, coach, and grow a high‑performing Customer Success organization as the company scales. Qualifications 8+ years in Customer Success, account management, or another customer‑facing B2B SaaS role, including experience building or leading CS at an early‑ or growth‑stage company. A track record improving retention, adoption, expansion, and customer satisfaction. Comfort as a player‑coach, managing strategic accounts personally while building the broader function. Strong grounding in B2B marketing, demand gen, digital advertising, ABM, or RevOps. A knack for translating technical capabilities into clear workflows and business value for senior stakeholders in complex, multi‑threaded accounts. Commercial sharpness with renewals and expansion, and an analytical bent. Comfortable using account and product data to guide decisions. Clear, credible communication and the ability to build structure quickly through ambiguity. Compensation & Benefits Competitive base salary and performance‑based compensation. Meaningful equity ownership. Health, dental, and vision coverage. Flexible paid time off. A foundational role at a fast‑growing, venture‑backed company, with direct access to Vector’s founders and real influence over the customer experience, product direction, and how the company operates. How We Work Vector was founded by two former Air Force officers, and that shows up in how we operate: move fast, stay honest about what’s working, and cut what doesn’t serve customers. We’re early stage, still building and figuring things out, so the people who thrive here are comfortable with ambiguity and get real satisfaction from customer wins, not process for its own sake. If you want a role where every system already exists, this isn’t it. If you want to build them, keep reading. We’ve Done This Job Before Vector’s founders spent years selling to and working with marketers before building the platform. We understand the pressure our customers face to prove performance, reduce waste, and connect marketing spend to pipeline. Customer Success here isn’t reactive account coverage; it’s helping customers build a more precise, accountable way to reach buyers. Outcomes Over Activity We measure what matters: verified contacts, stronger match rates, more effective activation, less wasted spend, and clearer pipeline impact. Product logins and meeting volume only count when they drive customer value. Ownership Over Ego Customer Success, Sales, Marketing, Product, and Operations share responsibility for customer outcomes. We hire experts, give them ownership, and expect them to surface risk early and solve problems without unnecessary process or politics. We care what you’ve done, how you think, and how you work with others, not where you went to school. Vector is an equal opportunity employer. We value diversity at our company. We do not discriminate on the basis of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic. #J-18808-Ljbffr