Vice President, Customer Success

Vice President, Customer Success About the Company Fast-growing B2B SaaS company Industry Information Technology and Services Type Privately Held About the Role The Company is in search of a VP of Customer Success to spearhead the strategic and operational leadership of the combined Customer Experience organization. This executive will be responsible for leading and enhancing key metrics such as Net Revenue Retention, churn, Customer Satisfaction, and Net Promoter Score. The role involves designing and implementing scalable processes for onboarding, renewals, and customer expansion, as well as driving cross-functional alignment to ensure a seamless customer journey. The ideal candidate will have a proven track record in enhancing retention and expansion at scale, with a strong operational insight and the ability to transform the Support team into a proactive, insights-driven organization. Candidates for the VP of Customer Success position at the company should have a minimum of 12 years' experience in leading customer-facing teams within the B2B SaaS sector, with at least 5 years in an executive leadership role. The role requires a leader with executive presence, excellent communication, and influencing skills, who can champion customer advocacy and retention through measurable outcomes. In-depth knowledge of customer lifecycle management, onboarding frameworks, and renewal processes is essential, as is familiarity with SaaS tools such as Salesforce, Gainsight, HubSpot, Intercom, or Zendesk. The successful candidate will be instrumental in the company's growth phase, developing playbooks, reporting systems, and leadership structures to support the efficient scaling of the business. Hiring Manager Title CEO Travel Percent Less than 10% Functions Operations