Senior Vice President, Customer Success

Jobgether

13d

About The Position

This executive role offers the opportunity to lead and transform the entire post-sale customer lifecycle within a fast-growing B2B SaaS organization. You will own the strategy, execution, and performance of Customer Success, driving high retention, multi-product expansion, and measurable outcomes for enterprise clients. The role involves building a scalable Customer Success organization, partnering closely with Sales, Product, Professional Services, and Support, and serving as a strategic voice of the customer at the executive level. Ideal candidates are results-driven leaders with a strong operational mindset, proven ability to manage ARR retention, and experience scaling multi-level CS teams in an enterprise SaaS environment. You will influence growth strategy, champion customer advocacy, and implement operational excellence across all facets of the customer journey.

Requirements

• 12+ years in B2B SaaS with 7+ years of progressive leadership experience building multi-level Customer Success teams.
• Proven ownership of ARR retention, expansion targets, and customer lifecycle management at scale, preferably in a multi-product SaaS environment.
• Strong operator with expertise in CRM (HubSpot, Salesforce) and Customer Success platforms (Gainsight, ChurnZero, or equivalent).
• Experience working with accounting, finance, or compliance buyers is highly desirable.
• Exceptional executive presence, communication, and influencing skills to engage customers, executives, and board members.
• Expertise in AI tooling, journey orchestration, and digital customer success strategies.
• Strong analytical skills with ability to review dashboards, forecast churn, and make data-driven decisions.

Nice To Haves

• Experience working with accounting, finance, or compliance buyers is highly desirable.

Responsibilities

• Define and execute the overarching Customer Success strategy across adoption, renewals, and expansion, aligned with aggressive growth objectives.
• Partner with the C-Suite and GTM teams to ensure customer feedback informs product roadmap, delivery, and strategic planning.
• Architect and lead structured Customer Advocacy programs, including references, case studies, and user groups, contributing to pipeline generation and market visibility.
• Drive financial outcomes across the installed base, including Gross Retention, Net Revenue Retention (NRR), and logo retention, and maintain accurate renewal forecasts.
• Build and mentor a multi-level Customer Success organization, including CSMs, Onboarding, and Renewals teams, promoting a culture of ownership, preparation, and escalation management.
• Implement tiered service coverage and data-driven playbooks to ensure consistent, high-value customer engagement and operational efficiency.
• Establish cross-functional processes for at-risk accounts, driving resolution of product, data, or support issues and ensuring customer satisfaction.

Benefits

• Competitive salary range: $178,807–$313,693 annually.
• 401(k) plan with employer matching.
• Annual employee development stipend of $2,000.
• Mentorship programs and advancement opportunities.
• Flexible PTO, including 11 holidays and birthday off.
• Parental leave, fertility/adoption assistance, and annual tutoring stipend.
• Health benefits with multiple plan options, free gym membership (office), and catered lunches.
• Casual dress environment and work-from-home support, including signing stipend.
• Sabbatical program after 5 years of service.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: No Education Listed
• Number of Employees: 11-50 employees