VP of Customer Success

Job Description: VP of Customer Success 

 

Position: VP of Customer Success

Location: [Location or Remote]

Type: Full-Time

 

About the Company:

We are a fast-growing B2B SaaS company committed to delivering innovative solutions that help businesses drive efficiencies, grow revenue, and achieve their goals. As we continue to expand, we are looking for a visionary and results-driven VP of Customer Success to lead our customer success strategy. This key leadership role will drive customer satisfaction, retention, and growth, ensuring that our customers extract maximum value from our platform.

 

Job Summary:

The VP of Customer Success is responsible for defining and executing the customer success strategy to ensure a best-in-class customer experience and maximize customer retention, loyalty, and lifetime value. You will lead a team of Customer Success Managers (CSMs), define processes, and work closely with sales, product, and executive leadership to drive customer success initiatives across the company. The ideal candidate is a strategic leader who has experience in scaling SaaS businesses through exceptional customer relationships and measurable business impact.

 

Key Responsibilities:

• Customer Success Strategy: Define and implement the overall customer success vision, strategy, and roadmap to drive customer satisfaction, retention, and account growth. Ensure alignment with company goals and revenue targets.

• Team Leadership & Development: Lead, manage, and scale a high-performing Customer Success team, including managers and individual contributors. Coach and mentor the team to deliver exceptional results while fostering a customer-centric culture.

• Customer Retention & Expansion: Develop and execute strategies to reduce churn, increase customer satisfaction, and identify opportunities for upsell and cross-sell. Lead initiatives to improve customer retention rates and ensure customers realize the full value of the product.

• Customer Health Monitoring: Establish and monitor customer health metrics (e.g., NPS, CSAT, churn rates), identify at-risk customers, and implement strategies to mitigate churn while maximizing renewals and customer lifetime value.

• Customer Onboarding & Engagement: Oversee the entire customer journey, from onboarding through adoption, ensuring a seamless and value-driven customer experience. Partner with sales and product teams to create and improve onboarding and engagement processes.

• Cross-functional Collaboration: Work closely with product, sales, and marketing teams to ensure alignment on customer needs, feedback, and pain points. Act as the voice of the customer in internal discussions, influencing product roadmaps and sales strategies.

• Customer Advocacy & Relationships: Build deep relationships with key customers, acting as an executive sponsor when necessary, and drive customer advocacy programs that include case studies, testimonials, and references.

• Process Optimization & Scaling: Continuously improve and scale customer success processes, including onboarding, adoption, renewals, and escalation management. Implement tools and systems to increase team efficiency and customer satisfaction.

• Reporting & Insights: Own and report on key customer success metrics (e.g., NRR, churn, customer health score) to the executive team. Provide actionable insights and data-driven recommendations to inform strategic decisions and improve customer outcomes.

• Executive Leadership: Serve as part of the company’s leadership team, contributing to the overall strategy, growth, and culture of the company. Lead cross-functional initiatives that support customer success and company objectives.

 

Qualifications:

• 7+ years of experience in Customer Success, Account Management, or a related customer-facing role in a B2B SaaS environment, with at least 3-5 years in a senior leadership or executive role.

• Proven track record of scaling and leading a Customer Success organization, with experience driving retention, customer satisfaction, and account growth.

• Expertise in SaaS customer success strategies, customer health monitoring, and customer lifecycle management.

• Strong leadership, coaching, and team-building skills, with the ability to develop and inspire a high-performing customer success team.

• Data-driven mindset with experience using customer success platforms (e.g., Gainsight, Totango, ChurnZero) and CRM tools (e.g., Salesforce).

• Excellent communication and interpersonal skills, with the ability to influence and collaborate with senior stakeholders across sales, marketing, and product teams.

• Strong problem-solving skills and the ability to navigate complex customer challenges.

• Experience working with enterprise, mid-market, and SMB customers, with a focus on SaaS business models.

• Strategic thinker with a passion for delivering value and driving business outcomes for customers.

 

Preferred Skills:

• MBA or advanced degree in business, marketing, or a related field.

• Experience working with subscription-based or recurring revenue models.

• Knowledge of customer success metrics like NPS, CSAT, CLTV, and Net Retention Rate (NRR).

 

Compensation & Benefits:

• Competitive base salary + performance-based bonuses.

• Equity/Stock options.

• Health, dental, and vision insurance.

• 401(k) or equivalent retirement plan.

• Generous paid time off and company holidays.

• Opportunities for professional development and career growth.

• Flexible working environment (remote options available).

 

How to Apply:

Please submit your resume and a cover letter to [Email Address]. In your cover letter, please describe your experience in scaling customer success teams and your approach to driving customer retention and growth in a SaaS environment.

 

This VP of Customer Success job description is tailored to a B2B SaaS company, emphasizing strategic leadership, team management, and customer retention. It can be customized to suit the specific goals and structure of your organization.