VP, Customer Success

Responsibilities & Impact

• Own the customer lifecycle end-to-end ensuring every customer achieves measurable success with Starbridge.
• Build and lead the Customer Success organization, managing and mentoring a high-performing team of technical CSMs who deliver white-glove engagement and technical guidance.
• Develop scalable processes for onboarding, training, proactive adoption, and support, preserving Starbridge’s hands-on experience while enabling efficient growth.
• Design frameworks for best-in-class implementation, ensuring customers realize time-to-value quickly and consistently.
• Create the frameworks for a scalable support function that ensures customers get timely, high-quality help as we grow.
• Ensure ongoing value realization, helping customers continuously identify and adopt features that align with their evolving goals.
• Operationalize customer health and success metrics to predict adoption, surface risks early, and make outcomes measurable and repeatable.
• Partner cross-functionally with Product and Sales to ensure feedback loops are tight and customer insights drive roadmap and GTM priorities.
• Serve as executive sponsor for key enterprise relationships, bringing both technical fluency and business acumen to strategic conversations.
• Implement systems and tools to manage customer data, track engagement, and automate key workflows.
• Build customer community to drive network effects and evangelism within our customer base.

What You Bring

Must Have

• 10+ years of experience in Customer Success within high-growth B2B SaaS, including 4+ years managing teams.
• Proven success scaling a CS organization from early-stage (Series A–B) to growth stage while maintaining deep customer intimacy.
• Strong operator’s mindset: you design systems and processes that make adoption predictable and repeatable.
• Experience implementing customer health models, adoption metrics, and success plans across varied customer segments.
• Comfort engaging at both strategic and tactical levels: you can jump into a customer Slack channel one day and present retention forecasts to the board the next.
• Excellent communication, leadership, and relationship-building skills: you inspire trust internally and externally.
• Empathy and a true customer-obsessed mindset — you see every decision through the lens of the customer journey.

Nice to Have

• Experience leading Customer Success for a technical or AI-driven product where customer enablement involves consulting or data workflows.
• Background in solutions engineering, consulting, or support, bringing strong technical curiosity and comfort with complex customer environments.
• Familiarity with customer success platforms and analytics tools (Amplitude, Salesforce).
• Track record of building customer advocacy programs or user communities.
• Experience partnering with founders and executive teams at fast-scaling, early stage companies.

Benefits

• Competitive salary + early-stage equity
• Comprehensive medical, dental, and vision insurance
• Company provided lunch in office everyday
• 75% coverage of Chelsea Piers Fitness membership
• Unlimited PTO
• Regular offsites (NYC + global locations)