VP of Customer Success

Forerunner•New York, NY

50d

About The Position

We are seeking a Vice President of Customer Success to lead and evolve our post-sales organization at a pivotal stage of growth. Reporting to the COO, this leader will own the strategy, performance, and long-term vision of Customer Success. You will shape how Forerunner delivers value to customers, ensuring durable retention, measurable outcomes, and deep institutional partnerships with the communities we serve. This role sits at the intersection of revenue, product, and customer impact. You will bring executive-level leadership to a high-performing team, elevate operational rigor, and drive alignment across Sales, Product, and Engineering. As we scale, Customer Success must evolve from a strong foundation into a durable, predictable engine, and you will lead that transformation.

Requirements

Significant experience leading Customer Success in a SaaS environment
A track record of scaling teams and building retention-focused operating models
Experience serving complex, regulated, or public-sector customers
Strong executive presence and cross-functional influence
Comfort operating in dynamic, high-growth environments
A leadership style that balances accountability with warmth and partnership

Nice To Haves

GovTech strongly preferred; adjacent sectors such as EdTech or civic technology relevant

Responsibilities

Define and execute the long-term Customer Success strategy
Own gross and net revenue retention, churn, and customer health metrics
Ensure customers achieve sustained, measurable value from Forerunner
Build the systems and frameworks that create predictability at scale
Lead and develop a growing Customer Success organization
Establish clear performance standards, segmentation strategies, and operating rhythms
Create an environment of accountability, collaboration, and continuous improvement
Scale leadership capacity within the team
Serve as the executive voice of the customer across the company
Partner with Sales to align on renewals, expansion strategy, and long-term account planning
Influence Product and Engineering through clear articulation of customer needs and outcomes
Navigate cross-functional priorities with diplomacy and strategic clarity
Maintain executive relationships with key customers
Guide complex escalations and high-stakes conversations
Reinforce Forerunner’s position as a long-term, trusted partner to public-sector institutions
Elevate Customer Success into a predictable, performance-driven function within the first year
Strengthen retention and customer health across the portfolio within the first year
Establish scalable segmentation and engagement models within the first year
Reduce friction across post-sales workflows within the first year
Reinforce Forerunner’s reputation as a trusted, mission-aligned partner within the first year