Vice President, Customer Success

BetterComp

3d • Remote

About The Position

This role is for a Vice President of Customer Success at Bettercomp, a company transforming how organizations approach compensation. The position involves leading and developing a multi-functional Customer Success (CS) organization, including implementation, customer success management, support, and enablement. The leader will mentor CS managers, build leadership depth, and foster a culture of accountability and continuous growth. They will also contribute to company strategy as a member of the senior leadership team. Key responsibilities include owning customer health metrics (GRR, CSAT, Time-to-value) and driving Net Revenue Retention (NRR) by partnering with Sales on renewals and expansions. The role requires serving as an executive voice of the customer, synthesizing trends into actionable insights for leadership and the product roadmap. Additionally, the VP will drive CS operations strategy, defining and refining workflows, playbooks, tooling, and data infrastructure for scalability. Identifying and implementing AI and automation opportunities across the CS function is crucial. The role also involves partnering with Product and Marketing for a seamless customer journey and identifying/nurturing customer advocacy opportunities to amplify customer stories.

Requirements

• 15+ years in customer success or customer experience, with at least 5 years in a senior leadership role managing managers in a B2B SaaS environment
• Proven experience scaling CS organizations through periods of rapid customer and team growth at a growth-stage company
• A track record of building and leading high-performing, multi-functional post-sale teams that serve a global customer base including EMEA and APAC
• Deep expertise in CS operations - you've built or significantly improved the systems, processes, and tooling that make CS teams effective at scale
• Strong command of CS metrics and the analytical skills to use data to drive decisions and demonstrate business impact
• Experience with leading CS platforms (e.g. Gainsight, ChurnZero, Vitally), and comfort working across other tech tools including Salesforce, Gong, Zendesk, and Asana.
• A demonstrated point of view on AI in customer success - whether through tools you've implemented, experiments you've run, or a clear vision for where the function is headed
• Hands-on experience identifying and deploying AI or automation solutions within a CS or broader GTM context
• Exceptional communication skills; compelling in the boardroom, clear with your team, and credible with customers
• Proven ability to influence cross-functionally and build strong partnerships with Sales, Product, and executive leadership
• Experience representing the customer organization externally, whether in customer conversations, industry forums, or thought leadership

Nice To Haves

• A customer champion who leads with empathy and holds a genuine belief that customer success is a growth driver, not a cost center
• A strategic partner who can influence at the executive level and translate customer insights into product and business decisions
• A builder who thrives in growth-stage environments and knows how to scale systems and processes ahead of demand
• Someone who sees ambiguity as an opportunity and brings structure, urgency, and focus to complex, cross-functional work
• A people-first leader who develops strong managers and creates environments where people do their best work
• Someone who builds performance cultures rooted in accountability, growth, and psychological safety
• A leader who understands that change is constant in a growth-stage company and knows how to bring teams along with clarity, confidence, and purpose
• Someone who can translate organizational evolution into opportunity — helping teams stay focused and motivated even as priorities and structures shift
• An AI enthusiast with a clear, informed point of view on how AI tools and automation can augment CS teams
• Someone who goes beyond curiosity - you've put ideas into practice and can articulate what "good" looks like in an AI-enabled CS org

Responsibilities

• Lead and develop a multi-functional CS organization spanning implementation, customer success management, support, and enablement
• Develop and mentor CS managers, building leadership depth and a culture of accountability and continuous growth
• Contribute to company strategy as a member of the senior leadership team
• Own key customer health metrics (GRR, CSAT, Time-to-value) while serving as a critical driver of NRR by partnering closely with Sales on renewal and expansion motions
• Serve as an executive voice of the customer, synthesizing trends and feedback into actionable insights for leadership and the product roadmap
• Drive CS operations strategy: define and refine workflows, playbooks, tooling, and data infrastructure that allow the team to scale without proportional headcount growth
• Identify and implement opportunities to integrate AI and automation across the CS function — from onboarding and support to health scoring and customer communications
• Partner with Product and Marketing to ensure a seamless customer journey from pre-sale through renewal and expansion
• Identify and nurture customer advocacy opportunities, partnering with Marketing to amplify customer stories through case studies, references, and industry visibility
• Create feedback loops that surface customer insights to strengthen both product direction and brand reputation

Benefits

• Competitive compensation package
• Base salary range: $190,000 - $205,000 (annually based on experience and location)
• 30% variable bonus with On Target Earnings approx $250,000
• Equity
• Flexible PTO
• Generous company holidays
• Comprehensive health, dental, and vision insurance
• 401(k) with company match

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: No Education Listed