VP of Customer Success

Smarty • Orem, UT

4d • Onsite

About The Position

As VP of Customer Success, you'll lead Smarty's Customer Success organization and own every customer relationship after the sale. You'll build and lead the team of leaders and Customer Success Managers who partner with our sales team and work closely with Sales, Product, Engineering, and Marketing so customer needs shape our direction. We expect you to turn customer success into a clear driver of growth. That means building a scalable operating model, setting measurable goals for retention, renewal, and expansion, and holding the team accountable for hitting them. You'll be expected to build a high-performing team, create programs that shorten time-to-value, and give leadership a clear, data-driven view of customer health and risk. This role is for a proven builder who wants the ownership and the backing to shape a function from the ground up. This is a full-time, onsite role in our Orem, Utah office.

Requirements

• Bachelor's degree in business, a technical field, or equivalent experience
• 8+ years in customer success, account management, or a related customer-facing role in B2B SaaS, including 3+ years leading teams
• Proven record of improving GRR and NRR in a subscription business
• Experience building or scaling a customer success function during a period of rapid growth
• Working knowledge of CRM and customer success platforms (for example, Salesforce, HubSpot, Gainsight, or similar)

Nice To Haves

• Experience with technical or API-based products preferred

Responsibilities

• Own gross revenue retention (GRR), net revenue retention (NRR), churn, and customer health scoring
• Build scalable onboarding programs and implementation playbooks that shorten time-to-value (TTV) for newly onboarded enterprise accounts
• Own the renewal process and forecast, including renewal pipeline management, pricing conversations within approved guidelines, and escalation of at-risk accounts
• Identify expansion opportunities and route them to Account Executives
• Support conversion of self-serve and free-tier users by sharing adoption and usage insights with Marketing and SMB Sales
• Design and maintain a tiered coverage model that matches service levels to account value, including scaled or digital programs for SMB and self-serve customers
• Serve as the primary link between customers and internal teams to share feedback, prioritize product gaps, and support new feature rollouts
• Lead, hire, and develop a team of Customer Success Managers, including input on CS compensation plans
• Develop CS processes, tooling, and reporting, and ensure accurate CRM data

Benefits

• Competitive compensation, $150k-$225k base annually, DOE
• 100% paid health, dental, and basic life insurance premiums (including family coverage)
• Long-Term Disability insurance
• Generous PTO that increases with tenure
• 401(k) with company matching
• Ongoing training for professional and career development
• Drinks, snacks, and team-building lunches and activities
• In-office chiropractic services

What This Job Offers

• Job Type: Full-time
• Career Level: Executive