VP of Customer Engagement

Vapi•San Francisco, CA

About The Position

Vapi is seeking a VP of Customer Engagement to lead the full customer lifecycle, from initial engagement through long-term expansion. This role is crucial for turning customer engagement into a primary growth engine by driving usage, retention, and enterprise-wide adoption. The VP will lead a multi-disciplinary organization comprising Agent Strategists, Agent Engineers, and Customer Support. The company aims to create the shift to voice as humanity's default interface and has experienced rapid growth, reaching over 600k developers in two years.

Requirements

Leader of leaders with 10+ years across GTM, Solutions, or Customer Success in technical environments.
Proven ability to manage and scale multi-disciplinary technical teams.
Strong commercial instincts with a track record of growing accounts, not just supporting them.
Deep technical fluency; able to engage credibly with both executives and engineers.
Systems thinker who sees pre-sales and post-sales as a single continuum.
Highly autonomous operator who builds playbooks from first principles.

Responsibilities

Audit enterprise accounts and evaluate health using existing scorecards.
Build deep fluency in the Vapi platform (latency, multi-assistant squads, CLI).
Align with Sales leadership on GTM strategy and immediate expansion opportunities.
Identify at-risk accounts and implement retention strategies.
Execute a unified engagement strategy across inbound and outbound motions.
Lead technical and strategic teams to translate customer goals into production deployments.
Strengthen post-sale support with engineering-led problem solving.
Ensure seamless lifecycle ownership from pre-sale through expansion.
Operationalize a data-driven Net Revenue Retention (NRR) engine.
Build frameworks that drive 10x customer value and enterprise-wide adoption.
Translate field insights into product roadmap inputs.
Establish Customer Engagement as a core driver of revenue growth.