Vice President of Post-Sales

Job Summary

To scale the post-sales organization, the full-time salaried Vice President of Post-Sales will manage customer success and support outcomes, including net revenue retention and renewal rates, while building a management layer and maturing operational processes in a fully remote environment.

Key responsibilities

• Own post-sales outcomes, including net revenue retention and customer health metrics
• Build and develop team leads and managers to create a sustainable organizational structure
• Partner with Sales on renewals and expansion, implementing strategies to mitigate churn risk

Required qualifications

• Eight or more years in Customer Success and/or Support leadership, with experience managing managers
• Proven track record of scaling a post-sales team from ten to thirty people
• Clear ownership of retention and renewal metrics, with demonstrated success in improving them
• Experience in building or enhancing post-sales processes such as health scoring and support SLAs
• Familiarity with B2B SaaS products, ideally in a technical or developer-facing context