VP, Customer Success

Cents • New York, NY

8d • $230,000 - $250,000

About The Position

Want to be a part of a team revolutionizing and leading an entire industry with no real competition? The laundry industry is a $40+ billion dollar market, and the Cents platform is making it easier for laundromats, dry cleaners, and all garment care businesses to grow, manage, and understand their business. Backed by top-tier investors like Bessemer, Camber Creek, and Tiger Global, Cents is one of the fastest-growing vertical SaaS companies in the USA, and we're just getting started. Already profitable and growing incredibly quickly each year, we have entered the absolute best stage of being a startup. Cents is a New York-based technology company passionate about transforming the laundry industry and dedicated to enabling new ways of working, earning, and living. Cents is modernizing garment care businesses by providing an all-in-one, business-in-a-box platform to help operators start, manage, and grow their businesses. Our team is full of passionate technology experts obsessed with supporting and empowering SMBs. We feel the unique responsibility and opportunity we have to elevate an industry. We're adding great talent to help achieve this mission, and that's where you come in!

Customer Success at our company is working—and working well. Customers are onboarding successfully, relationships are strong, and retention is solid. But we are entering the next phase of growth where we need:
Onboarding is measurable, scalable, and efficient
Product readiness and activation are clearly defined
Customer health is predictive, not reactive
CSM time is spent where it creates the most value
Customers are segmented intentionally, not accidentally
Success is measured by Net Revenue Retention (NRR) across software and payments
This role exists to institutionalize excellence, bring structure without slowing momentum, and build a Customer Success organization that scales with the company for the next decade.

Requirements

• 10+ years of experience
• You’ve built or scaled Customer Success and onboarding organizations before
• You’ve designed segmentation, health scoring, and NRR models from the ground up
• You’re comfortable operating at both strategic and operational depth
• You know the difference between activity and impact
• You bring structure without bureaucracy
• You respect what’s working—and know when it’s time to evolve it

Nice To Haves

• Led CS in a multi-product environment
• Owned revenue-adjacent outcomes
• Partnered closely with Sales, Product, and Finance

Responsibilities

• Customer Lifecycle Clarity (Onboarding → Value → Expansion)
• Customer Segmentation & Account Tiering
• Health Scoring That Drives Action
• Building an NRR-Driven Customer Success Organization
• Leadership, Scale & Talent Development

Benefits

• Competitive salary
• Equity
• Unlimited PTO and paid holidays
• Health benefits, including medical, dental, vision, mental health support, parental leave, life and AD&D insurance, and disability
• 401(k)
• Work-from-home and commuter stipends
• Laundry reimbursements to support our customers' businesses
• Comprehensive training, learning, and development programming
• Access to hundreds of discounts and rewards from renowned vendors including deals on health & wellness, travel, dining, auto insurance, and so much more!

What This Job Offers

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