# VP, Customer Success
**Company:** [Starbridge](https://hotfix.jobs/companies/starbridge)
**Location:** New York, NY
**Salary:** $225K-$275K
**Experience:** 10+ years
**Skills:** Customer Success Platforms, Amplitude, Salesforce, Customer Health Models, Adoption Metrics, Success Plans, Slack, Customer Onboarding, Customer Implementation, Customer Support Frameworks
**Posted:** 2025-10-22
> Leads Customer Success organization for high-growth B2B SaaS, owning end-to-end customer lifecycle, scaling team and processes for fast implementation, value realization, and adoption. Requires 10+ years CS experience including 4+ years managing teams in early-stage companies.
## Job Description
## 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)
**Apply:** https://hotfix.jobs/jobs/vp-customer-success-at-starbridge-3efd9977-1412-40f1-873e-96d0187d5c50
**Canonical:** https://hotfix.jobs/jobs/vp-customer-success-at-starbridge-3efd9977-1412-40f1-873e-96d0187d5c50