VP of Customer Success

VP Of Customer Success

This is an opportunity to lead and scale a high-performing Customer Success organization at a pivotal stage of growth for a B2B SaaS business. As VP of Customer Success, you will oversee the entire post-sale function, driving customer retention, revenue expansion, and long-term account growth. You will lead a team of customer success managers, support professionals, and emerging leaders while strengthening enterprise customer relationships. Building on established processes and a strong team foundation, you will develop scalable operating models that support the company's next phase of expansion. Working closely with Sales, Product, and Finance, you will align customer outcomes with business performance and revenue objectives. You will also champion AI-enabled workflows and operational efficiency to grow the customer portfolio without proportionally increasing headcount.

Accountabilities:

As VP of Customer Success, you will own the strategy, performance, and organizational development of the post-sale function. You will be responsible for strengthening customer relationships, maximizing recurring revenue, and building a scalable organization that delivers consistent results across customer segments. Your responsibilities will include:

• Own gross revenue retention (GRR) and net revenue retention (NRR) across enterprise, mid-market, and SMB customer segments.
• Develop and oversee renewal forecasting, account planning, and expansion strategies to improve customer lifetime value and recurring revenue performance.
• Lead executive relationships with strategic enterprise customers, including major general contractors and complex, multi-site organizations.
• Build and refine the enterprise Customer Success model, including multi-stakeholder account plans, executive sponsorship, and account governance frameworks.
• Design scalable organizational structures, customer coverage models, segmentation strategies, and hiring plans to support rapid business growth.
• Lead and develop a team comprising 12 Customer Success Managers, one Customer Success Manager, and two customer support agents, while strengthening the management layer and future leadership pipeline.
• Coach managers, establish career development pathways, and recruit leaders capable of supporting the organization's continued expansion.
• Establish consistent operating rhythms, including portfolio reviews, call coaching, quarterly business reviews (QBRs), onboarding execution, and performance forecasting.
• Maintain clear performance metrics and reporting processes that support executive decision-making and board-level visibility.
• Partner with Sales to improve customer handoffs, coordinate account strategies, and identify expansion opportunities.
• Collaborate with Product on customer escalations, recurring feedback, and roadmap priorities.
• Work with Finance to align renewal planning, revenue forecasting, and retention performance.
• Identify opportunities to improve operational efficiency through better tooling, automation, and AI-assisted workflows.
• Ensure that customer success capacity and productivity scale effectively as revenue under management increases.

Requirements:

The ideal candidate is an experienced Customer Success executive with a proven ability to lead managers, own recurring revenue outcomes, and scale a B2B SaaS organization through a period of rapid growth. You should combine strategic leadership with hands-on execution, strong commercial judgment, and the ability to build structure without slowing the team down. Key qualifications include:

• At least 10 years of experience in Customer Success, including five or more years leading Customer Success organizations within B2B SaaS companies.
• Direct accountability for retention metrics at a company generating approximately $20 million to $50 million in annual recurring revenue (ARR).
• Experience scaling a Customer Success organization through a similar stage of growth in a fast-moving business environment.
• Significant enterprise customer experience, including executive relationship management, complex multi-stakeholder or multi-site accounts, enterprise renewals, and revenue expansion.
• Demonstrated experience managing managers and leading Customer Success teams across multiple customer segments.
• A track record of developing scalable operating processes, including forecasting discipline, onboarding programs, QBRs, portfolio reviews, and segment-specific coverage models.
• Strong analytical and commercial skills, with the ability to translate customer performance into measurable retention and expansion outcomes.
• Excellent leadership and coaching capabilities, including the ability to develop talent, strengthen management teams, and establish clear performance expectations.
• Strong executive presence and communication skills, with the ability to coach frontline teams and present retention strategies and business performance to senior executives and board members.
• A decisive, execution-oriented mindset, with the ability to move quickly, make sound decisions, and establish effective processes.
• A high degree of ownership, accountability, and customer focus from day one.
• Experience in construction technology or vertical SaaS is an advantage, although deep industry expertise is not essential.

Benefits:

• Executive leadership opportunity: Own the complete Customer Success function at a pivotal stage of company growth.
• Established team and processes: Build on a healthy, high-performing organization with documented workflows, strong operating frameworks, and established forecasting practices.
• Significant business impact: Directly influence customer retention, revenue expansion, and the company's recurring revenue performance.
• Organizational development: Shape the future structure of the Customer Success organization, develop emerging leaders, and establish scalable management practices.
• Enterprise-level exposure: Build relationships with strategic customers and collaborate closely with Sales, Product, Finance, and executive leadership.
• Innovation and efficiency: Drive the adoption of AI-enabled workflows, automation, and improved tooling to increase organizational productivity.
• Remote work: Work remotely within the United States as part of a distributed team.
• Values-driven culture: Join an environment that emphasizes curiosity, simplicity, customer obsession, and continuous improvement.