VP of Customer Success

The Military Veteran • Austin, TX

1d

About The Position

The VP of Customer Success owns end-to-end customer delivery, from first value through renewal, ensuring customers adopt the product, use it for critical procurement and supplier work, and stay because outcomes are visible. The role focuses on making the platform a reliable operating system for commercial and government buyers in manufacturing commerce.

The VP will establish delivery processes and customer playbooks, build and lead a lean organization spanning implementation, customer success, and support escalation, and create clear ownership, capacity plans, and quality standards. They will partner closely with product, engineering, sales, and solutions to translate field evidence into product improvements and reduce delivery friction. The role reports to the chief executive and has authority over delivery processes, staffing priorities within an approved plan, and customer commitments.

The company’s SaaS platform supports supplier relationship management, strategic sourcing, and supply-chain visibility, including analytics and AI-assisted procurement. The role serves commercial and public-sector customers, including regulated and mission-critical accounts, and is responsible for protecting trust while meeting security, data, and service commitments.

Requirements

• Proven ownership of post-sale outcomes in B2B SaaS, with a record of improving retention, time-to-value, or expansion.
• Experience delivering software into procurement, manufacturing, or supply-chain operations.
• Ability to build and lead implementation and customer-success teams through an early scale-up, including hiring, coaching, and process design.
• Comfort serving commercial buyers and government or regulated stakeholders, including security and contracting constraints.
• Skill translating supplier and sourcing workflows into measurable adoption goals shared by product and delivery teams.
• Strong executive communication, including clear risk calls, renewal forecasts, and customer narratives that withstand scrutiny.

Responsibilities

• Establish a delivery model that brings new customers to a defined first-value milestone within an agreed window and tracks on-time attainment quarterly.
• Improve net revenue retention by reducing implementation delays, adoption gaps, and preventable churn.
• Design customer playbooks for supplier discovery, RFQ and PO workflows, and supplier management to deliver measurable process gains.
• Build and lead an organization covering implementation, customer success, and support escalation, with clear ownership, capacity plans, and quality standards.
• Partner with product and engineering to use field evidence from commercial and public-sector accounts to shape the roadmap and reduce recurring delivery friction.
• Create an executive operating rhythm with health scores, risk reviews, and actionable renewal forecasts.
• Meet security, data, and service commitments for regulated and mission-critical accounts while maintaining delivery speed.
• Hire and coach a lean team, set the customer journey, and work with product, sales, and solutions.

What This Job Offers

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