VP of Customer Success

What you'll do

• Own NRR as a company KPI: Forecast it, explain it, defend it, and present it to the board quarterly. Drive Gross Revenue Retention, expansion-sourced ARR, and activation/time-to-value as the supporting levers.
• Build the CX team: Hire, develop, and retain strong sub-function leaders across Customer Support, Customer Success (CSM), and Expansions.
• Define the customer operating model: Set segmentation, service tiers, and the high-touch vs. tech-touch service model.
• Build proactive retention and expansion motions: Continue pushing on our focus to move CX from reactive to proactive through churn prediction, renewal motion, expansion motion, and win-backs.
• Lead CX tooling strategy: Partner with RevOps to revamp our end to end tech stack across GTM (leveraging AI across the stack).
• Revamp CX reporting: ops-level, leadership-level, and manager-level coaching dashboards, in partnership with RevOps and BizOps.
• Represent voice-of-customer to the LT and Company: Bring structured, prioritized customer insight into Product roadmap, pricing, GTM, and company strategy decisions.
• Partner cross-functionally: Product (activation, adoption), Sales (handoff, expansion, renewal), Marketing (lifecycle, references, advocacy), Data (health scoring, churn prediction), Engineering/BuildOps (customer-facing reliability).
• Integrate AI deeply into the CX motion: Build on the existing first-line AI triage and push aggressively on agent tooling, summarization, and CSM productivity.
• Own the CX annual plan, headcount model, and tooling budget.

What we're looking for

• Proven VP-level CX ownership at a high-velocity SMB SaaS company: accountable for a company-level retention/expansion metric (NRR) and company KPIs.
• Multi-sub-function leadership experience: Direct experience scaling and managing a CX org spanning Support and Success through managers.
• Systems and metrics fluency: Can speak fluently to activation definitions, retention cohorts, expansion attribution, and how CX data should be modeled.
• Expansion ownership: Demonstrated ability to drive expansion-sourced ARR.
• Strong peer partnership with Sales on post-sale handoff, renewal, and expansion motion design.
• Modern CX tech stack experience: Have set up or rationalized a CSP, ticketing, dialers, and CX BI stack at scale.
• People leader: Have hired and developed strong first- and second-line CX managers.
• AI-native operator: Have meaningfully integrated AI agents into a CX motion (first-line triage, summarization, deflection, CSM productivity).
• Startup pace: Comfortable in ambiguity and quickly evolving teams.
• In-office presence: Excited to be in the NYC office 5 days a week with the team.

What we offer

• Competitive cash compensation + meaningful equity package (VP-level)
• Full Medical, Dental, and Vision Health Coverage
• Computer and workspace enhancements
• Monthly stipend for mental and physical health
• 401(k) plan (non-matching)
• Unlimited vacation, 9 company holidays including election day, and 1 personal volunteer day a year
• A seat on the leadership team, board exposure, and the chance to define a function from the ground up at a Series B inflection point