Vice President of Customer Success

Vice President of Customer Success

About the Company

Fast-growing SaaS company

Industry
Information Technology and Services

Type
Privately Held

About the Role

The Company is seeking a Vice President of Customer Success to spearhead the transformation of post-sales functions into a cohesive and measurable engine that drives customer retention, expansion, and advocacy. This executive will be responsible for leading and unifying customer success, implementation, and support under a shared vision, and will be tasked with building tiered customer engagement models that cater to both enterprise and SMB needs. The role demands a hands-on leader with a proven track record in improving Net Revenue Retention and scaling post-sales processes, particularly for SMB and mid-market clients. The successful candidate will be expected to bring structure, process, and accountability to the customer journey, from onboarding to renewal, and to partner closely with product and revenue teams to enhance the overall customer experience.

Applicants for the Vice President of Customer Success position at the company should have a minimum of 12 years' experience in customer success, implementation, and support within B2B SaaS, with at least 5 years in a senior leadership role. The role requires a deep understanding of operationalizing customer lifecycle management and a hands-on, data-driven approach to balancing strategy and execution. The ideal candidate will have executive presence, exceptional communication skills, and proficiency in SaaS tools such as Salesforce, Gainsight, HubSpot, Intercom, or Zendesk. This is a unique opportunity to lead a large post-sales organization, build repeatable systems for data-driven growth, and partner with a visionary leadership team in a complex, regulated market.

Travel Percent
Less than 10%

Functions

• Account Management/Optimization