VP of Customer Engagement

Leads Customer Engagement organization owning full customer lifecycle from pre-sales to expansion. Drives usage, retention, and enterprise adoption through multi-disciplinary teams of strategists, engineers, and support. Requires 10+ years in GTM/Customer Success with technical fluency.

280k – 300kSan Francisco, CACustomer SuccessHybrid10+ YOE

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About the role

What You’ll Do

30 Days
- Audit enterprise accounts and evaluate health using existing scorecards
- Build deep fluency in the Vapi platform (latency, multi-assistant squads, CLI)
- Align with Sales leadership on GTM strategy and immediate expansion opportunities
- Identify at-risk accounts and implement retention strategies
60 Days
- Execute a unified engagement strategy across inbound and outbound motions
- Lead technical and strategic teams to translate customer goals into production deployments
- Strengthen post-sale support with engineering-led problem solving
- Ensure seamless lifecycle ownership from pre-sale through expansion
90 Days
- Operationalize a data-driven Net Revenue Retention (NRR) engine
- Build frameworks that drive 10x customer value and enterprise-wide adoption
- Translate field insights into product roadmap inputs
- Establish Customer Engagement as a core driver of revenue growth

Who You Are

Leader of leaders with 10+ years across GTM, Solutions, or Customer Success in technical environments
Proven ability to manage and scale multi-disciplinary technical teams
Strong commercial instincts with a track record of growing accounts, not just supporting them
Deep technical fluency; able to engage credibly with both executives and engineers
Systems thinker who sees pre-sales and post-sales as a single continuum
Highly autonomous operator who builds playbooks from first principles

What We Offer

Competitive salary and excellent equity ownership
Comprehensive health coverage: medical, dental, and vision plans
Flexible time off
Catered meals, transportation, gym, and a $10k annual L&D budget

Skills

Go-to-Market StrategyCustomer SuccessNet Revenue RetentionNrrTechnical Teams ManagementAccount ExpansionRetention StrategiesProduction DeploymentsSales AlignmentProduct RoadmapData-Driven Operations

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