# VP of Customer Success

**Company:** [Topline Pro](https://hotfix.jobs/companies/topline-pro)
**Location:** Brooklyn, NY
**Role:** Customer Success
**Experience:** 8+ years
**Skills:** Customer Success, Customer Support, Net Revenue Retention, Nrr, Expansion Arr, Churn Prediction, Renewal Motions, Cx Tooling, Csp, Ticketing Systems, Cx Bi Stack, AI Agents, Revops, Cross-Functional Leadership, People Management
**Posted:** 2026-06-16

> Lead and scale a multi-sub-function CX organization (Support, Success, Expansions) at a high-velocity SMB SaaS company. Own NRR and expansion ARR as board-level KPIs while driving AI-native tooling, proactive retention motions, and cross-functional strategy.

## Job Description

## 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

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