Customer Success Executive

Job Summary

The full-time remote VP, Customer Success will own the entire post-sale organization, leading strategy across Customer Support, Onboarding, Customer Success, Account Management, and Payment Operations while focusing on retention, revenue growth, and operational excellence.

Key responsibilities

• Define and implement the company-wide Customer Success strategy, ensuring alignment with retention and expansion goals
• Establish the Account Management function, including defining roles, performance expectations, and growth strategies
• Set the Customer Support strategy for a high-volume organization, incorporating AI and automation to enhance efficiency

Required qualifications

• 12+ years in post-sale leadership, including 5+ years in senior leadership with a multi-function customer organization
• Experience in both operational and commercial Customer Success roles, focusing on churn, retention, and expansion revenue
• Proven track record of managing high-volume support operations with effective workforce planning
• Experience building systems for retention and growth, including proactive playbooks and early warning signals
• Strong cross-functional partnership experience with Product, Engineering, Marketing, Finance, and Sales