Customer Success Executive

Job Summary

Leading the holistic Customer Success vision and strategy, the full-time VP of Customer Success will manage a team to ensure customers achieve maximum value from Bonusly, driving engagement, retention, and growth in a remote environment.

Key responsibilities

• Define and lead the Customer Success and Support strategy, optimizing the customer journey across all lifecycle phases
• Recruit, manage, and develop the Customer Success team while fostering a culture of excellence and customer-centricity
• Build strategic relationships with key customer stakeholders and oversee critical accounts to enhance customer satisfaction and retention

Required qualifications

• 8+ years of leadership experience in Customer Success or Account Management within a B2B SaaS environment
• At least 3+ years in leadership roles with a proven track record of managing multi-level teams
• Deep expertise in SaaS business models and customer lifecycle management, preferably in HR Tech or Employee Engagement
• Experience in strategic business planning and financial management, including budget ownership
• Proven ability to develop and implement effective customer success models to optimize efficiency and impact