VP of Customer Success

Channel Mechanics • Boston, MA

4d • Remote

About The Position

As the Vice President of Customer Success reporting to the Chief Technology Officer, you will lead our post-sale customer experience, drive retention and renewals, and build the foundation for scalable, customer-led growth. You will oversee the full customer lifecycle—from onboarding and adoption to support and renewal—and play a critical role in improving product usage, retention and expansion and delivering measurable results that move the business forward. The ideal candidate is a customer-obsessed SaaS executive with a proven ability to align teams around measurable outcomes, deepen product adoption, and transform customer relationships into long-term partnerships.

Requirements

• 10+ years of experience in Customer Success, Account Management, or Post-Sales leadership in a B2B SaaS environment.
• Proven track record owning retention, renewals, and customer satisfaction at scale ($10M-$50M+ ARR).
• Experience leading multi-functional CS teams (CSM, Onboarding, Support, Operations).
• Strong command of SaaS metrics and experience building data-driven success programs.
• Demonstrated success partnering with Product and Sales to improve adoption and drive outcomes.
• Experience designing or evolving CS tech stack (e.g., Gainsight, Vitally, ChurnZero, HubSpot, Salesforce) and CS organizations/structures .
• Think in processes and systems, not one-off heroics. Design and scale repeatable playbooks for onboarding, renewals, and QBRs.
• Excellent communication, leadership, and stakeholder management skills .
• Use data and analytics to diagnose problems and prioritize actions.
• Strong partner with Sales to improve handoffs and with Product Marketing to capture and share success stories .

Nice To Haves

• Experience scaling Customer Success and Renewals organizations in a PE backed company .
• Demonstrated success in and knowledge of partnerships, channel and ecosystem go-to-market operations .

Responsibilities

• Lead and scale the Customer Success organization , including Customer Success Management, Onboarding, Support, and Customer Operations.
• Own customer retention, renewals, and satisfaction metrics (NRR, GRR, logo retention, CSAT, NPS).
• Develop a world-class onboarding and adoption process to accelerate time-to-value and ensure customer health across segments.
• Implement scalable playbooks for health scoring, risk management, and proactive customer engagement.
• Partner cross-functionally with Product, Sales, and Marketing to ensure the voice of the customer drives roadmap and GTM alignment.
• Oversee Customer Support operations , driving improvements in response times, resolution rates, and customer experience.
• Forecast and manage renewals pipeline in collaboration with Finance and Sales; introduce expansion and upsell signals for the sales team.
• Build a data-driven success culture , using metrics, automation, and systems to improve predictability and performance.
• Hire, coach, and develop a high- performing team of CSMs, Onboarding Managers, and Support professionals.

Benefits

• Competitive base salary and performance-based bonus or commission (where applicable)
• 25 days of paid time off annually
• 12 dedicated training days per year for professional development
• Paid parental leave
• Health insurance (PPO and HSA plan options)
• 401(k) match
• Fully remote work environment with flexible hours
• Annual team offsites and opportunities for in-person collaboration

What This Job Offers

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