VP of Customer Success

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a VP of Customer Success based in the United States.

As VP of Customer Success, you will lead the entire post-sale customer journey, from onboarding and adoption to renewals and expansion. Your primary objective will be to improve Net Revenue Retention (NRR) by ensuring customers realize lasting value and identify opportunities for growth. You will shape and scale the Customer Success function across two evolving product lines in identity verification and agent identity trust. Working closely with Product, Sales, the CEO, and the broader leadership team, you will turn customer insights into strategic decisions. This is a hands-on leadership opportunity for an experienced builder who thrives in a fast-moving SaaS environment. You will develop a high-performing team, establish scalable processes, and create a disciplined, proactive approach to customer health and revenue retention.

You will own the Customer Success strategy and operating model, ensuring the team delivers measurable customer value, protects recurring revenue, and drives sustainable expansion. Your responsibilities will include:

• Own Net Revenue Retention (NRR), establish targets, monitor performance, diagnose gaps, and implement initiatives to improve retention and expansion.

• Design, document, and continuously refine the Customer Success playbook across onboarding, product adoption, customer health monitoring, renewals, and account expansion.

• Lead, coach, and develop Customer Success Managers and implementation specialists, strengthening team capabilities, accountability, and performance.

• Build proactive systems for identifying customer risks, preventing churn, managing escalations, and addressing issues before they affect retention.

• Own the end-to-end customer journey, including onboarding timelines, adoption milestones, communication cadences, renewal planning, escalation processes, and executive engagement.

• Establish a structured renewal outreach process using 90-, 60-, and 30-day checkpoints, standardized communications, risk indicators, and clear handoff procedures.

• Partner with Product to translate customer feedback into actionable roadmap priorities and collaborate with executive leadership on customer health and retention strategy.

• Represent the voice of the customer, communicating challenges and opportunities clearly and proactively across the organization.

• Manage and improve the use of the internal CRM to support accurate forecasting, renewal management, account health tracking, and expansion planning.

• Provide leadership with transparent, data-driven reporting on customer health, NRR trends, renewal risks, and growth opportunities.

• Build an effective Customer Success approach for enterprise, mid-market, and SMB customers across two distinct product lines, adapting processes to their needs and maturity.

• Take end-to-end ownership of the expansion motion, ensuring opportunities are identified, developed, and converted into measurable revenue growth.

Requirements:

The ideal candidate is an experienced Customer Success leader who combines strategic thinking, operational discipline, and a strong coaching mindset. You are comfortable building processes in evolving environments and take direct responsibility for measurable business outcomes. Key qualifications include:

• Proven experience building or significantly scaling a Customer Success function within a SaaS company, with direct ownership of NRR.

• A clear, practical understanding of effective Customer Success strategies and experience implementing playbooks in a fast-changing product, market, or organizational environment.

• Strong leadership and coaching abilities, with a demonstrated commitment to developing people, improving team performance, and building long-term capabilities.

• Excellent communication skills and a proactive approach to surfacing risks, sharing context, and addressing challenges early.

• The ability to navigate ambiguity and manage Customer Success across multiple product lines with different customer profiles, use cases, and levels of maturity.

• A balanced approach to structured processes, forecasting, and accountability while remaining adaptable to changing customer needs and market conditions.

• Experience supporting enterprise, mid-market, and SMB customers, with the ability to tailor engagement strategies to each segment.

• Familiarity with CRM systems and Customer Success tools, with a strong focus on data quality, reliable reporting, and consistent team adoption.

• Strong analytical skills and a results-oriented mindset, particularly in customer retention, renewal forecasting, customer health, and expansion revenue.

• A collaborative leadership style and the ability to build trusted relationships with Product, Sales, executive leadership, and customer stakeholders.

Benefits:

• Competitive base salary, with details shared during the first conversation.

• Performance-based bonus tied to NRR targets.

• Equity compensation.

• Flexible paid time off.

• Healthcare coverage.

• Dental and vision benefits.

• 401(k) plan.

• Flexible remote and work-from-home arrangements.

• Parental leave.

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

#LI-CL1