VP of Customer Success

Original JD

We are looking for a VP of Customer Success with 10+ years of experience to lead our entire post-sales organization. This is a builder role for a commercial, decisive leader who has directly owned NRR and scaled both enterprise and SMB customer success motions in a high-growth SaaS environment. You will own the full customer lifecycle, from account management to success, and build the engine that drives our next phase of growth. We need an analytical thinker who operates in revenue math, moves fast, and thrives in ambiguity.

Responsibilities

Own NRR end-to-end — forecasting, renewals, and expansion pipeline.

Lead, develop, and grow a combined CS and AM team of ~10, unifying them into a single high-performing post-sales engine.

Design and build the go-to-market strategy and customer experience for our new SMB motion from the ground up.

Own the entire customer lifecycle, driving strategy for onboarding, adoption, retention, and expansion across both enterprise and SMB segments.

Implement new tooling and processes, leveraging AI to create scalable customer motions and a high-performance team culture.

Serve as a key member of the leadership team, reporting directly to the CEO and acting as the voice of the customer to influence company strategy.