VP of Customer Success (replacement)

Company Overview

We’ve partnered with a fast-growing SaaS company that powers modern retail operators across highly regulated industries. Their all-in-one platform combines POS, payments, e-commerce, CRM, loyalty, analytics, and delivery management—helping multi-location retailers run their businesses end-to-end with enterprise-grade precision. With more than 400 locations live across 13 states and a team of over 200 employees, the company is entering its next stage of scale—evolving from a product-driven startup into a disciplined, data-led organization.

Role Overview

We’re searching for a Vice President of Customer Success to lead all post-sales functions—including Customer Success, Technical Support, and Implementation—and turn them into a unified, measurable engine of retention, expansion, and customer advocacy. This is a builder’s role for an executive who thrives in complexity, enjoys hands-on leadership, and understands what it takes to scale SaaS operations for SMB and mid-market customers.

Key Responsibilities

• Lead and unify Customer Success, Implementation, and Support under a shared vision and measurable framework.
• Build tiered customer engagement models that balance enterprise-level rigor with SMB scalability.
• Shorten onboarding cycles and improve time-to-value through repeatable playbooks and process automation.
• Drive measurable improvements in Net Revenue Retention, churn, and customer satisfaction.
• Mature the Support function into a proactive, insights-driven operation; leverage AI and analytics to anticipate needs.
• Partner with Product to influence roadmap decisions that reduce friction and unlock scale.
• Define success metrics, dashboards, and forecasting cadences that create visibility for leadership and investors.

Requirements

• 12+ years of progressive experience in Customer Success, Implementation, and Support within B2B SaaS.
• 5+ years in senior leadership overseeing multi-function teams.
• Proven success improving Net Revenue Retention and scaling post-sales processes.
• Deep experience operationalizing customer lifecycle management for SMB and mid-market clients.
• Hands-on, data-driven operator comfortable balancing strategy and execution.
• Executive presence with exceptional communication and cross-functional influence.
• Proficiency with SaaS tools such as Salesforce, Gainsight, HubSpot, Intercom, or Zendesk.

Benefits

• Competitive Salary + Bonus.
• Comprehensive health, dental, and vision coverage.
• Flexible, remote-first work environment (CST or EST preferred).