VP of Customer Success

GO Project • Kansas City, MO

3d

About The Position

The Vice President of Customer Success is a senior executive leader responsible for defining, building, and scaling CarePortal’s Customer Success function to ensure customers are effectively activated, engaged, and growing in their impact over time. Reporting to the COO, this role operates as a key member of the executive leadership team, working in close partnership with other Vice Presidents to drive organization-wide strategy, alignment, and execution. The VP of Customer Success ensures that CarePortal’s operating model translates into measurable outcomes: more requests met, stronger engagement, and sustained care for children and families. This leader owns the full post-acquisition customer lifecycle, from onboarding through activation and ongoing success, ensuring that systems, teams, and processes are aligned to deliver a consistent, scalable, and mission-driven customer experience. The VP of Customer Success plays a critical role in advancing organizational clarity, strengthening cross-functional collaboration, and building the infrastructure required to scale CarePortal’s impact nationally.

Requirements

• Bachelor's degree in business, Organizational Leadership, or related field.
• 8–10+ years of experience in Client Services, Training, Account Management, or related leadership roles.
• Proven experience building or scaling a Customer Success function.
• Strong understanding of lifecycle management, segmentation, and retention strategies.
• Experience building high-performing teams.
• Data-driven decision-maker with experience using CRM, dashboards and KPIs.
• Financial acumen and experience with budget development, management, and forecasting
• Exceptional communication and presentation skills, comfortable presenting to executive teams and boards
• Collaborative approach with ability to influence across departments without direct authority
• Ability to lead through change and build trust across teams.
• Passionate about CarePortal’s mission and committed to our core values: Courage, Humility, and Excellence.

Responsibilities

• Leadership & Organizational Alignment Serve as a key member of the senior leadership team, partnering with the COO and fellow VPs to shape organizational strategy, priorities, and execution.
• Contribute to enterprise-level decision-making, ensuring Customer Success is aligned with CarePortal’s mission, growth objectives, and operational strategy.
• Provide leadership and clarity across the organization during periods of change and growth.
• Model and reinforce CarePortal’s culture of servant leadership, courage, humility, and excellence.
• Customer Success Strategy Define and implement a scalable Customer Success model aligned to the lifecycle (Onboarding, Activation and Success ownership).
• Establish segmentation strategies (churches, agencies, champions) to optimize engagement and impact.
• Establish playbooks for onboarding, activation, engagement, reactivation, and growth.
• Ensure consistent and high-quality customer experience across all segments.
• Cross-Functional Collaboration Partner with Product and Data teams to create Customer Success dashboards for team task management and performance tracking.
• Ensure seamless handoffs between Network Development, Onboarding and Engagement.
• Collaborate with Operations to refine processes and improve efficiency.
• Work with Network Development to ensure strong acquisition-to-onboarding handoffs.
• Coordinate with Marketing and Product to make customer connections for user research and meaningful connection stories.
• Operational Excellence and Scalability Build and refine customer support systems that enable the organization to scale without losing the relational aspect of the mission.
• Champion the adoption of automation and process improvements to increase effectiveness.
• Ensure CRM and chosen tools are utilized consistently as the system of record for customer lifecycle management

Benefits

• CarePortal, LLC offers a competitive benefits package for full-time positions (30+ hours per week) including health, dental, vision and employer paid life insurance, retirement savings and generous PTO plan and a highly competitive, market-indexed compensation when compared to similar non-profit roles.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 11-50 employees