VP, Customer Success

Triple Whale•New York, NY

About The Position

Triple Whale is the complete intelligence platform that helps ecommerce brands confidently understand what's working in their business, what's not, and what they should do next. We pull all your data into one place, give you the measurement tools to actually trust it, then use the smartest AI in the industry to translate it into insights and recommendations. From there, you get tools to put those insights to work — from AI agents that generate creative and take action on your behalf, to automations that make the rest of your tech stack smarter and more effective. More than 60,000 brands like Pressed Juicery, Ouai and True Classic trust Triple Whale to grow faster with fewer resources — uncovering opportunities and acting on them at a scale that would be impossible manually. This role owns everything that happens after the deal is signed, ensuring customers successfully onboard, adopt, and realize ongoing value. Reporting directly to the CEO, you’ll oversee Customer Success, Solutions Engineering, Customer Support, and Implementation, building a seamless, high-impact journey from initial onboarding through long-term growth. Success in this role means driving strong retention and expansion, accelerating time-to-value, and building the systems and teams needed to scale without losing quality.

Requirements

15+ years in Customer Success or post-sale leadership roles within SaaS
Experience leading multiple post-sale functions (CS, Implementation, Support or similar)
Strong track record driving retention, expansion, and net revenue retention (NRR)
Experience operating as part of a leadership team, partnering cross-functionally with Sales, Product, and Engineering
Deep customer empathy paired with strong operational rigor
Proven ability to build and scale teams, systems, and processes in a high-growth environment

Nice To Haves

Experience in ecommerce, martech, data platforms, or AI-driven products is a strong plus

Responsibilities

Own the full post-sale lifecycle, including Customer Success, Solutions Engineering, Implementation, Marketing Science and Support, ensuring a seamless, high-quality customer experience from onboarding through renewal and expansion
Build and continuously optimize the post-sale operating system, including implementation methodologies, support workflows, and customer success playbooks, to drive faster time-to-value, scalable adoption, and efficient growth
Design and scale a segmented customer journey (enterprise, mid-market, SMB, and tech-touch), aligning coverage models and engagement strategies to maximize impact and efficiency
Own retention and expansion as core revenue drivers, with clear accountability for NRR, GRR, and customer outcomes
Develop and operationalize data-driven playbooks across the lifecycle, including onboarding, activation, feature adoption, expansion, and churn mitigation
Establish and evolve a robust customer health model and measurement framework, leveraging product usage data and predictive signals to proactively identify risk and growth opportunities
Lead the strategy for driving adoption of new features and products, including customer education, lifecycle engagement, and in-product enablement
Own and optimize the onboarding and implementation experience, reducing time-to-value through standardized processes, segmentation, and continuous iteration
Transform Customer Support into a strategic advantage by improving SLAs, CSAT, and resolution efficiency, while scaling self-serve and AI-driven support capabilities
Partner closely with Sales to ensure strong handoffs, aligned expectations, and a cohesive expansion motion
Build a structured Voice of Customer program, translating feedback into actionable insights and partnering with Product and Engineering to influence roadmap and drive customer value
Elevate how we communicate value to customers, ensuring clear, consistent articulation of ROI and impact across the lifecycle