Customer Success VP

Job Summary

To drive Net Revenue Retention (NRR) for a growing SaaS company, the full-time remote VP of Customer Success will own the post-sale process from onboarding to renewal and expansion, while leading a capable team and developing a strategic customer success playbook.

Key responsibilities

• Own NRR by setting targets, tracking metrics, and addressing gaps to ensure customer value and growth
• Define and execute the customer success playbook, ensuring accountability and adaptability to market changes
• Lead and develop a customer success team, focusing on proactive coaching and risk management to prevent churn

Required qualifications

• Proven experience building or scaling a customer success function at a SaaS company with a focus on NRR
• Strong understanding of effective customer success playbooks in rapidly changing environments
• Ability to communicate proactively and manage ambiguity across distinct product lines
• Experience working with a diverse range of customer segments, including enterprise, mid-market, and SMB
• Familiarity with CRM and customer success tools, emphasizing data accuracy and team utilization