Vice President of Customer Success

We are partnered with a profitable, fast growing marketing automation platform. Due to continued growth and increasing customer demand, they are looking to hire a Customer Success leader to oversee the full post sale experience and help scale the function for the next phase of growth. This role will play a critical part in shaping how customers onboard, adopt the platform, and realize long term value while building the structure, processes, and team needed to support a growing customer base.

This role owns the entire post sale customer journey, from onboarding through renewal and expansion. You will lead a large, cross functional customer organization and ensure customers consistently see measurable value and strong return on investment. You will be responsible for retention, expansion, and long term account health while building scalable systems that allow the team to grow efficiently. This is a highly visible leadership role that partners closely with Sales, Product, Marketing, and Operations.

We are looking for someone who has led a large, multi function customer success, customer experience, or services organization that directly owns revenue outcomes. You have successfully improved retention, renewals, and expansion at scale. You are fluent in performance marketing and comfortable discussing attribution models, incrementality, CAC and LTV, funnel metrics, and how different channels work together to drive growth.

This is a full time, permanent position on a remote basis.

Responsibilities :

• Retention and growth: drive renewals, reduce churn, and unlock expansion opportunities across the customer base.
• Team leadership: lead, mentor, and scale a high performing customer organization of approximately 40 people. Create clarity, accountability, and strong team culture.
• Operational excellence: design and maintain simple, scalable processes that allow the team to deliver consistently at scale.
• End to end customer experience: oversee onboarding, activation, support, ongoing success, and renewals to ensure a seamless experience.
• Cross functional collaboration: partner closely with Sales, Product, Marketing, and Operations so customers experience one aligned organization.

Must-Have Skills :

• You have led a large, multi function customer success, services, or account management team that directly owned revenue outcomes.
• You have improved retention, renewals, and expansion at scale and understand how to build repeatable systems that support growth.
• You are fluent in performance marketing concepts including attribution, incrementality, funnel metrics, CAC, and LTV. You understand how offline and online channels work together within a broader growth strategy.
• You can confidently advise senior marketing and growth leaders on how to position channels within their broader acquisition and retention strategy.
• You think in experiments, cohorts, and playbooks. You care deeply about outcomes, not just activity.
• You are a visible, empathetic leader who sets a high bar and helps people grow.
• You listen closely to customers and ensure their feedback turns into meaningful action.
• You are data informed but not data dependent. You know when to trust insights and when to trust experience.
• You are a clear, calm communicator who brings teams together and creates alignment.

Benefits:

• Bonus
• Comprehensive health, dental, and vision insurance
• 401(k) with employer match
• Unlimited PTO