Vice President, Customer Success

Bettercomp is looking for a VP, Customer Success to own the full post-sale customer experience and drive retention, expansion, and long-term customer health across our growing customer base. This is a builder's role for someone who thrives at the intersection of strategy and execution. You'll inherit a strong foundation and a customer-obsessed team, and your mandate will be to optimize how we work - bringing operational rigor, scalable processes, and a forward-thinking perspective on how AI can elevate the work of a modern CS organization. What you’ll do: Lead and develop a multi-functional CS organization spanning implementation, customer success management, support, and enablement Develop and mentor CS managers, building leadership depth and a culture of accountability and continuous growth Contribute to company strategy as a member of the senior leadership team Customer Health & Revenue Outcomes Own key customer health metrics (GRR, CSAT, Time-to-value) while serving as a critical driver of NRR by partnering closely with Sales on renewal and expansion motions Serve as an executive voice of the customer, synthesizing trends and feedback into actionable insights for leadership and the product roadmap CS Operations & Scalability Drive CS operations strategy: define and refine workflows, playbooks, tooling, and data infrastructure that allow the team to scale without proportional headcount growth Identify and implement opportunities to integrate AI and automation across the CS function — from onboarding and support to health scoring and customer communications Partner with Product and Marketing to ensure a seamless customer journey from pre-sale through renewal and expansion Customer Advocacy Identify and nurture customer advocacy opportunities, partnering with Marketing to amplify customer stories through case studies, references, and industry visibility Create feedback loops that surface customer insights to strengthen both product direction and brand reputation Who you are: Customer-Centered Leader A customer champion who leads with empathy and holds a genuine belief that customer success is a growth driver, not a cost center A strategic partner who can influence at the executive level and translate customer insights into product and business decisions Growth Operator & Builder A builder who thrives in growth-stage environments and knows how to scale systems and processes ahead of demand Someone who sees ambiguity as an opportunity and brings structure, urgency, and focus to complex, cross-functional work A people-first leader who develops strong managers and creates environments where people do their best work Someone who builds performance cultures rooted in accountability, growth, and psychological safety Change Navigator A leader who understands that change is constant in a growth-stage company and knows how to bring teams along with clarity, confidence, and purpose Someone who can translate organizational evolution into opportunity — helping teams stay focused and motivated even as priorities and structures shift AI-Forward Thinker An AI enthusiast with a clear, informed point of view on how AI tools and automation can augment CS teams Someone who goes beyond curiosity - you've put ideas into practice and can articulate what \"good\" looks like in an AI-enabled CS org What you bring: Experience & Background 15+ years in customer success or customer experience, with at least 5 years in a senior leadership role managing managers in a B2B SaaS environment Proven experience scaling CS organizations through periods of rapid customer and team growth at a growth-stage company A track record of building and leading high-performing, multi-functional post-sale teams that serve a global customer base including EMEA and APAC CS Operations Expertise Deep expertise in CS operations - you've built or significantly improved the systems, processes, and tooling that make CS teams effective at scale Strong command of CS metrics and the analytical skills to use data to drive decisions and demonstrate business impact Experience with leading CS platforms (e.g. Gainsight, ChurnZero, Vitally), and comfort working across other tech tools including Salesforce, Gong, Zendesk, and Asana. A demonstrated point of view on AI in customer success - whether through tools you've implemented, experiments you've run, or a clear vision for where the function is headed Hands-on experience identifying and deploying AI or automation solutions within a CS or broader GTM context Communication & Influence Exceptional communication skills; compelling in the boardroom, clear with your team, and credible with customers Proven ability to influence cross-functionally and build strong partnerships with Sales, Product, and executive leadership Experience representing the customer organization externally, whether in customer conversations, industry forums, or thought leadership Why you’ll love it: Bettercomp is transforming the way companies approach compensation, delivering modern, data-driven solutions that help organizations streamline pay practices, ensure fairness, and stay competitive. With a growing roster of enterprise clients, including many of the world’s largest companies, we’re redefining how compensation teams work. As a fast-moving startup, we thrive on building what doesn’t yet exist—solving complex problems with creativity, agility, and a bias for action. At Bettercomp, you’ll be part of a forward-thinking team that values bold ideas, empowers you to take ownership, and provides the support needed to grow your career. Our success is driven by exceptional people. We hire top talent and give them the autonomy and space to do their best work. Here, you’ll collaborate with some of the most innovative and driven minds in the industry, tackling compensation’s toughest challenges and shaping the future of HRTech. What we offer: Our fully remote position, based in the U.S., offers you the freedom to work from the comfort of your home, giving you the flexibility you've always wanted. Competitive compensation package that includes: Base salary range: $190,000 - $205,000 (annually based on experience and location) 30% variable bonus with On Target Earnings approx $250,000 Equity Flexible PTO, generous company holidays Comprehensive health, dental, and vision insurance 401(k) with company match In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States. #J-18808-Ljbffr