Vice President of Client Success

UpMetrics•San Francisco, CA

9d•$160,000 - $190,000•Remote

About The Position

At UpMetrics, we're building a world where impact organizations have the knowledge, tools, and connections to achieve their missions. Our mission is to help organizations accelerate impact through innovative technology and community, connecting funders and mission-driven organizations with the capital, insights, and relationships they need to succeed. To deliver on this mission, we provide an impact reporting platform in combination with expert services. Together, these products empower organizations to collect, analyze, and learn from their data - gaining insights and sharing their stories to inspire change. We are seeking an experienced, hands-on Vice President of Client Success to lead our client-facing functions and serve as a key partner to both clients and internal teams. In this role, you will build and oversee a distributed team across Client Management, Customer Success Engineering, Education Services, and Support - driving operational excellence and strengthening how we deliver value. You will play a critical role in shaping the strategy for Client Success, building scalable processes, and ensuring we consistently deliver high-quality service as we grow. This role blends strategic leadership with tactical execution, ideal for a customer success leader who is analytical, operationally strong, and passionate about client outcomes. If you're excited to build a world-class Client Success organization and help advance our mission, we’d love to connect.

Requirements

You have 10+ years of demonstrated experience in Client Success within a SaaS and Services environment, with at least 5 years in senior positions managing multiple teams.
You are a self-starter who thrives in ambiguity and is ready to roll up your sleeves to build something new.
You are skilled at operational oversight, capable of managing a distributed team while providing clarity and efficiency across multiple complex client accounts and internal initiatives.
You operate with high agency and adaptability, ready to navigate evolving circumstances and drive progress.
You possess the ability to both define the strategy and lead its execution.
You are passionate about continuous operational improvements and client satisfaction, with proven ability to leverage technology and automation to increase efficiency.
You possess strong analytical skills to leverage metrics in making data-driven decisions with significant business impact.
You are an empathetic leader who models humility, is committed to developing and empowering team members, and serves as a trusted advisor and partner to your peers and team members.
You demonstrate attention to detail and hold yourself and your team accountable for reliability and high-quality work product.
You are passionate about the social impact sector and are motivated by the opportunity to help mission-driven organizations succeed.
You have experience working with enterprise Client Success platforms.

Nice To Haves

Experience in the impact sector (Grantmakers, Impact Investors, CSR, or Nonprofits) is a plus.

Responsibilities

Strategy Development & Execution Drive the vision for Client Success and make strategic decisions that align with market positioning and overall business strategy.
Translate the vision and strategy into actionable department goals and priorities while keeping teams focused and motivated.
Support strategic planning in collaboration with the Leadership Team.
Use data-driven insights and comprehensive metrics/KPIs to make informed, executive-level strategic decisions with significant business impact.
Collaborate cross-functionally with Outreach, Product, Community and Marketing teams to develop strategies for client acquisition, retention, and engagement.
Service Delivery Excellence & Operations Lead, manage, and develop the full Client Success organization—including Client Management, Customer Success Engineering, Support, and Education Services - ensuring each function has clear roles, strong managers, and aligned goals.
Oversee and strengthen client services delivery, including by building on and refining our delivery playbooks, identifying opportunities for enhanced value and efficiency, and ensuring our remote team has the structure and clarity to succeed.
Assess and upgrade our current client success infrastructure by addressing gaps, refining our existing internal processes, and overseeing improvements to tooling.
Develop and implement operational best practices for Client Success.
Support capacity planning and analysis to ensure people are in a position to succeed.
Client Retention & Growth Drive retention excellence by ensuring clients renew subscriptions and achieve target retention metrics.
Serve as executive sponsor for select strategic accounts, critical escalations, and C-suite relationships to ensure long-term partnership success.
Become a subject matter expert on UpMetrics products, services, and the social impact sector to best position UpMetrics to support client business goals.
Develop expansion revenue through strategic upselling/cross-selling initiatives and client advocacy programs that generate referrals and success stories.

Benefits

$160,000 - $190,000 annual salary, plus variable compensation
Equity incentive plan
70% employer paid health insurance for employees and family
Dental and vision insurance
Fully paid Life and Accidental Death & Dismemberment insurance
Fully paid Short- and Long-term Disability insurance
Unlimited time off policy, plus paid holidays and monthly Wellness Fridays
Paid parental leave policy, eligible after one year of employment
FSA plan, lifestyle spending account (LSA) for eligible professional development, wellness, and mental health expenses, and Employee Assistance Program via The Hartford
401K plan
Remote work equipment
Annual company retreat and quarterly virtual company events
Outstanding team and meaningful work