VP of Customer Engagement

Why We’re Hiring This Role: Vapi has rapidly scaled and unified pre-sales and post-sales into a single Customer Engagement Organization We need a leader to own the full customer lifecycle, from initial engagement through long-term expansion This role will turn customer engagement into a primary growth engine by driving usage, retention, and enterprise-wide adoption You will lead a multi-disciplinary org across Agent Strategists, Agent Engineers, and Customer Support What You’ll Do: 30 Days Audit enterprise accounts and evaluate health using existing scorecards Build deep fluency in the Vapi platform (latency, multi-assistant squads, CLI) Align with Sales leadership on GTM strategy and immediate expansion opportunities Identify at-risk accounts and implement retention strategies 60 Days Execute a unified engagement strategy across inbound and outbound motions Lead technical and strategic teams to translate customer goals into production deployments Strengthen post-sale support with engineering-led problem solving Ensure seamless lifecycle ownership from pre-sale through expansion 90 Days Operationalize a data-driven Net Revenue Retention (NRR) engine Build frameworks that drive 10x customer value and enterprise-wide adoption Translate field insights into product roadmap inputs Establish Customer Engagement as a core driver of revenue growth Who You Are: Leader of leaders with 10+ years across GTM, Solutions, or Customer Success in technical environments Proven ability to manage and scale multi-disciplinary technical teams Strong commercial instincts with a track record of growing accounts, not just supporting them Deep technical fluency; able to engage credibly with both executives and engineers Systems thinker who sees pre-sales and post-sales as a single continuum Highly autonomous operator who builds playbooks from first principles Why Vapi: Generational impact: Build the human interface for every business Ownership culture: We empower builders, not managers Kind team: High ambition, low ego Tier-1 investors: YC, Kleiner Perkins, Bessemer What We Offer: Real stake : We offer a competitive salary and excellent equity ownership Comprehensive health coverage : medical, dental, and vision plans Team love : We love hanging out, and we do quarterly off-sites Flexible time off : take what you need More : catered meals, transportation, gym, and a $10k annual L&D budget #J-18808-Ljbffr