VP, Customer Success

Company Background

KeyData builds decision grade data products and analytics used by operators and stakeholders in the Short-Term Rental (STR) market to understand supply, demand, pricing, and performance trends. We ingest, normalize, and enrich large data sets and deliver them as products: embedded analytics, APIs, and curated data sets that drive daily operations and strategic planning.


Investor Background

Since 1988, Pamlico has been creating value through buyout and growth equity investments in middle market companies. Working from one office in Charlotte, North Carolina, our team of investment professionals has a singular focus on backing great managers in five sectors: communications, healthcare IT, information services, software, and tech-enabled services. Through close partnership and collaboration, Pamlico has sourced and led hundreds of successful transactions, helping companies realize their potential.

Role and Responsibilities

The VP, Customer Success ("VP") will own end-to-end accountability for the post-sale customer experience, including onboarding, success, and support, across KeyData's customer base. You will stand up a scalable, "tech-touch" motion for smaller accounts, and introduce a consultative, quarterly-business-review-driven engagement model for KeyData's largest customers.


Twelve Month Mandate

1. Build the Operating System for a Newly Structured CS Organization

Stand up processes for Onboarding, Success, and Support.

Establish clear ownership, workflows, and handoffs so each of the three teams operates as a well-run, independent unit.


By month 6, have all three teams set up with a system for internal accountability, KPIs, and performance expectations.


2. Improve Retention

Define and track retention and customer health as core performance metrics for the function, giving the team clear, data-driven visibility into progress.

Put in place a process to diagnose the root causes of churn, including how well customers are realizing platform value.

Partner closely with Product to strengthen the onboarding experience for KeyData's core product so customers realize value quickly and are set up to stay.

3. Build a Consultative Motion for Key Accounts

Launch quarterly business reviews (QBRs) with KeyData's largest customers, reviewing their data and market context together to reinforce value and identify potential growth opportunities.

Shift the success team's posture from reactive support to a proactive, consultative partner that helps customers grow their businesses on KeyData's platform.

4. Develop a Scalable Tech-Touch Motion

Design and build a tech-touch motion for smaller accounts, partnering with Product on the dependencies required to support it (expected roughly 6 months out).

Define the segmentation model determining which accounts receive high-touch, consultative coverage versus tech-touch coverage.

5. Establish Strong Systems and Improve Operational Rigor

Assess workflows and systems across Onboarding, Success, and Support to identify inefficiencies and manual processes; develop a roadmap for streamlined scalable operations.

Develop repeatable operating processes and enhance supporting systems - CRM/CS platform hygiene, customer health scoring, ticketing and case management, and product usage analytics.

Key Data Benefits include:

• Company-paid individual health and dental insurance
• Long-term disability insurance under the company's standard group plan
• $50,000 life insurance policy
• $200 towards an annual health benefit
• $50/month Internet reimbursement
• Up to $1,000/year professional development reimbursement
• Company-paid holidays
• Eligibility for 401(k) pension plan with 3.5% employer match. No vesting period for employer match.
• $75/month mobile phone and voice/data plan reimbursement.
• Flexible PTO policy
• Fully remote position (Preference given to those in the Dallas/Ft.Worth area)

Requirements

Candidate Profile: Must Have Experience


1. Hands-On SaaS Customer Success Experience

Has built and scaled onboarding, success, and support functions from an early stage into a structured, process-driven organization.

Energized by the build, not just running an established customer success organization.

Determined, process-driven, and KPI-driven professional with the ability to identify, evaluate and prioritize growth opportunities.


2. Tech-Touch / Scaled Success Motion Experience

Has designed and run a tech-touch (no dedicated CSM) motion for a segment of customers, ideally within a SaaS business.

3. Consultative, Data-Informed Customer Engagement

Track record running a consultative success motion (e.g., quarterly business reviews) that helps customers understand and act on their data to grow their business.

Able to build the internal accountability systems (KPIs, targets, performance management) that translate a success strategy into day-to-day execution.

Candidate Profile: Nice to Have Experience


1. Adjacent Industry Background

Background in Short-Term Rental, hospitality, real estate tech, or another data/software-driven vertical is a plus, though not required.

2. Blended Onshore/Offshore Team Management

Experience managing a distributed team spanning onshore and offshore roles across implementation, support, and success.

3. Experience working in a PE-backed business is highly desired