VP of Customer Success

Vouched

About The Position

Vouched is seeking a VP of Customer Success to lead the full post-sale customer motion across its Identity Verification (IDV) and Know Your Agent (KYA) products. The role is focused on Net Revenue Retention (NRR) and covers onboarding, adoption, health monitoring, renewals, and expansion. The successful candidate will build and refine the Customer Success playbook, develop a small team of customer success managers and implementation specialists, and create systems to identify and address customer risk early. The VP will collaborate with Product to connect customer feedback to the roadmap and partner with the CEO and leadership team on customer health. They will manage the customer journey from contract through renewal, establish renewal cadences and handoff protocols, use Vouched’s homegrown CRM, Pigeon, to support forecasting and account health management, and report customer health and NRR progress candidly to leadership. The role suits a leader comfortable working in a fast-moving environment with evolving products and distinct customer profiles across enterprise, mid-market, and SMB segments. Year-one goals include improving NRR, documenting and operating a staffed CS playbook, building proactive visibility into account health and renewals, strengthening and coaching the team, establishing CS as a strategic partner to Product and Sales, improving the accuracy and usefulness of customer data in Pigeon, and having CS own expansion end to end.

Requirements

Experience building or significantly scaling a Customer Success function at a SaaS company, with end-to-end ownership of NRR.
A strong point of view on effective Customer Success playbooks and experience operating one in a changing product, market, or team environment.
Ability to build and coach teams, with an emphasis on developing people.
Proactive communication, including surfacing problems early and sharing context with teams and leadership.
Comfort with ambiguity and the ability to manage distinct product lines, customer profiles, use cases, and maturity curves.
Ability to balance process and forecasting rigor with adaptability to changing customer, product, and market needs.
Experience working with enterprise, mid-market, and SMB customers and adapting the team’s approach for each segment.
Experience with CRM and Customer Success tooling, with a focus on clean data and consistent team use.

Responsibilities

Own NRR by setting targets, tracking performance, diagnosing gaps, and organizing the team to address them.
Define, execute, and refine the Customer Success playbook for onboarding, adoption, health monitoring, renewal, and expansion.
Lead, develop, and grow a team of customer success managers and implementation specialists through proactive coaching.
Build systems and habits to identify customer risk early and reduce churn.
Partner with Product to bring customer feedback into the product roadmap.
Partner with the CEO and leadership team to make customer health a company-level signal.
Own the customer journey from contract through renewal, including onboarding timelines, adoption milestones, check-in cadences, escalation paths, and executive sponsorship.
Use and help shape Vouched’s homegrown CRM, Pigeon, for forecasting, renewals, and account health management.
Represent the voice of the customer within Vouched and raise customer issues clearly and early.
Build a renewal outreach motion with 90/60/30-day cadences, templated touchpoints, risk flagging, and handoff protocols.
Report customer health and NRR trajectory to leadership with honesty and specificity.
Own the expansion motion end to end through the Customer Success function.