VP of Customer Success

What You'll Do

• Lead and develop a team of Customer Success Managers and/or Technical Account Managers supporting strategic and growth customers.
• Own customer health, adoption, gross retention, expansion influence, renewal readiness, and executive relationship quality across your segment.
• Build scalable CS operating rhythms, including onboarding, success planning, EBRs, health scoring, renewal forecasting, escalation management, and expansion handoffs.
• Partner with Sales leadership to create a strong post-sale commercial motion that drives retention and identifies expansion opportunities early.
• Work closely with Product and Engineering to translate customer patterns into roadmap feedback, prioritization signals, and product improvements.
• Create a customer success culture that is proactive, technically curious, commercially aware, and highly accountable.
• Inspect at-risk accounts, coach customer-facing teams through difficult situations, and help turn escalations into stronger long-term relationships.
• Develop repeatable playbooks for technical onboarding, use-case expansion, executive engagement, renewal preparation, and adoption acceleration.

What We're Looking For

• 8+ years in customer success, account management, technical account management, or post-sales leadership, including 3+ years managing teams.
• Experience leading CS motions for technical, enterprise, or consumption-based products.
• Strong understanding of retention, expansion, adoption, health scoring, renewal forecasting, and executive stakeholder management.
• Ability to operate strategically while staying close to customers, account details, and team execution.
• Experience working cross-functionally with Sales, Product, Engineering, Support, Marketing, and Revenue Operations.
• Strong communication and executive presence with customers and internal leadership.
• Comfort building systems from scratch in a company that is scaling quickly.

Nice-to-Haves

• Experience in AI, cloud infrastructure, developer platforms, MLOps, data infrastructure, or enterprise SaaS.
• Experience with usage-based revenue, cloud consumption, or complex technical onboarding.
• Experience building a CS function through a high-growth stage.
• Familiarity with ML teams, research organizations, platform engineering teams, or infrastructure buying centers.

Compensation

The anticipated annual base salary range for this role is $200,000–$250,000 USD. In addition to base salary, our total rewards package includes a discretionary bonus, meaningful equity, and comprehensive benefits.