Vice President, Customer Success

Crunchtime•Boston, MA

5d•$240,000 - $300,000

About The Position

We are seeking an experienced and strategic Vice President of Customer Success to lead, scale, and evolve our Customer Success organization. This executive leader will be responsible for driving customer retention, maximizing customer value, identifying growth opportunities, and building a world-class Customer Success function that supports our next stage of growth. The ideal candidate has successfully built and scaled Customer Success organizations in high-growth SaaS environments, implemented repeatable processes and operating rhythms, developed high-performing teams, and delivered measurable improvements in retention, expansion, and customer outcomes. Reporting to the Chief Customer Officer, the VP of Customer Success will lead a team responsible for customer adoption, value realization, renewals, customer health, risk mitigation, and expansion identification across our customer base.

Requirements

10+ years of Customer Success, Account Management, or post-sales leadership experience in B2B SaaS organizations.
5+ years leading Customer Success leaders and managers.
Proven experience building and scaling Customer Success organizations through periods of rapid growth.
Demonstrated success improving retention, expansion, and customer satisfaction metrics.
Strong operational background with experience implementing customer success methodologies, processes, and technology platforms.
Experience creating customer segmentation models, coverage strategies, and customer lifecycle programs.
Strong analytical and financial acumen with the ability to manage forecasts and performance metrics.
Exceptional leadership, coaching, and talent development skills.
Executive presence with the ability to build credibility internally and externally.
Experience partnering closely with Sales on renewals, expansion, and revenue growth initiatives.

Nice To Haves

Experience within the Restaurant Technology industry a plus
Experience with OKRs and running strategic initiatives across the team is a plus

Responsibilities

Design and execute a scalable Customer Success strategy aligned to company growth objectives.
Develop and implement customer lifecycle programs, engagement models, segmentation strategies, and success motions.
Establish repeatable processes, playbooks, and operating procedures that drive consistency and efficiency across the organization.
Create a data-driven culture with clear KPIs, accountability, and performance management.
Leverage technology, automation, and AI to improve customer engagement and team productivity.
Own gross retention and net revenue retention performance.
Build proactive customer health and risk identification programs that reduce churn and improve customer outcomes.
Partner closely with Sales and Account Management teams to identify, qualify, and accelerate upsell and cross-sell opportunities.
Develop executive engagement strategies that strengthen customer relationships and increase renewal confidence.
Create forecasting rigor around renewals, risk, and expansion opportunities.
Recruit, develop, and retain top Customer Success talent.
Raise the caliber of the organization through coaching, performance management, and leadership development.
Establish career paths, competency frameworks, and ongoing training programs.
Build a culture of accountability, customer advocacy, operational excellence, and continuous improvement, ideally through OKR and Strategic Initiatives.
Ensure the team is equipped to support both current customer needs and future company growth.
Serve as the voice of the customer across the organization.
Partner closely with Product, Professional Services, Support, Marketing, and Sales leadership to improve customer outcomes.
Develop mechanisms to communicate customer feedback, product gaps, and market opportunities.
Drive alignment around customer journey improvements and customer experience initiatives.

Benefits

The annual base compensation range for this position is $200,000 - $250,000.
The reasonably estimated total cash compensation (base + variable) range for this full-time position will be $240,000 - $300,000.
Actual compensation is based on factors unique to each candidate, including, but not limited to: job-related skills, qualifications, education, experience, and location.
Crunchtime has a location-based compensation system, so someone doing the same job in a different city might have a different pay range.
Crunchtime complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities.
We are an equal opportunity employer.
We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other characteristic.
We have an inclusive and diverse workplace where every team member is respected and valued.
As a global software development company, we believe that our diverse employee population enriches our work environment.
We encourage you to apply regardless of your background or experience; even if you don’t meet all the qualifications, because we believe unique experiences and perspectives make us a stronger team.