VP of Customer Success

Job Details Level: Senior | Location: Kansas City, MO 64111 | Position Type: Full Time | Education Level: 4 Year Degree | Travel Percentage: Negligible | Job Shift: Day | Job Category: Executive 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 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. The VP of Customer Success plays a critical role in advancing organizational clarity, strengthening cross-functional collaboration, and building the infrastructure required to scale CarePortal’s impact nationally. Responsibilities 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. 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. 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. 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 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. Employment Details CarePortal, LLC associates are at-will employees. 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. The above description is not intended to be comprehensive, but rather a focused list of priorities. Success provides the opportunity to not only build a career but also bring much-needed support and care to local children and families in crisis across the United States. Successful candidates, like all CarePortal, LLC employees, are expected to live and work consistent with CarePortal’s vision, mission, and values. #J-18808-Ljbffr