VP of Customer Success

Strategy & Execution

• Own and execute customer success strategy across onboarding, account management and customer support to maximize revenue retention and drive expansion and product adoption
• Define key performance indicators (NRR, upsells, renewal rate, CSAT, time to value) and implement repeatable playbooks to achieve them 
• Roll up your sleeves to build processes, write content, or jump in on key renewals when needed, this role is both strategic and operational 

Cross-Functional Collaboration

• Partner closely with Sales, Product, and Marketing to align customer needs, expansion opportunities, budget priorities and value realization 
• Act as voice of customer in roadmap discussions, renewal forecasting, and company planning
• Work with leadership team on customer strategy and high-risk accounts

Team Leadership & Development

• Lead, mentor, and develop a high performing team made up of Onboarding Manager, CSMs, and Customer Support
• Be a player-coach, model expectations, give direct feedback, and jump in to support team execution when necessary 
• Develop and manage team to performance standards that support scale and customer outcomes 
• Model best-in-class objection handling and renewal conversations, support team directly on high-risk accounts while coaching confidence and ownership

Customer Experience & Operations

• Own full lifecycle of customer support operations from triage to resolution, including ticketing, SLAs, escalation process, and day-to-day queue 
• Implement tools and systems to improve team operations, efficiency, visibility and responsiveness
• Continuously improve internal workflows, engagement models, and self service resources to deliver great customer experience 

Required Skills & Experience:

• Bachelor’s degree or equivalent experience in business, communications, marketing, or a related field. 
• 8+ years of experience leading and scaling high-performing Customer Success teams and driving retention strategies, including at least 3+ years in a senior or leadership capacity. Proven ability to lead/manage onboarding, CSM and support functions in rapidly changing SaaS environment 
• Player-coach leadership style with a track record of both strategic design and hands-on execution, including leading and managing escalations, renewal conversations and customer objection handling. 
• Experience building and scaling customer lifecycle strategics, segmentation models, and engagement framework that drives retention, product adoption and revenue growth.
• Operational expertise implementing processes, tooling, and systems (e.g., Vitally, hubspot, Gong) to scale customer success, optimize support delivery and measure impact via KPIs. 
• Strong leadership presence and collaboration skills, proven ability to influence Product, Sales, and Marketing teams by championing the voice of the customer and aligning business outcomes.
• Analytical mindset with ability to use data and feedback loops to measure/forecast risk, identify trends, and inform strategic direction.
• Excellent communication, problem-solving and situational leadership skills with comfort navigating high-stakes conversations internally and externally.
• Background in SaaS, higher education, or career services technology is a plus.

What you'll get:

• Remote work and flexible schedule
• Gold PPO health insurance with nation-wide networks covered at 100% for employee premiums and 60% for dependents 
• Dental insurance covered at 75% for employee premiums and 50% for dependents 
• Vision insurance covered at 75% for employee premiums
• Optional Health and Dependent Care FSAs
• One Medical Primary Care Membership
• 100% vested 401(k) with 100% of employee contributions matched up to the first 3% of pay and 50% of employee contributions matched on the next 2% of pay after a 90-day waiting period
• Employer paid $50,000 basic life insurance policy
• Unlimited paid vacation time
• 12 weeks paid parental leave after one year of employment
• Home office stipend