VP Post- Sales

Spacelift • Redwood City, CA

6d • Remote

About The Position

Spacelift is seeking a VP of Post-Sales to lead their Customer Success and Support teams. This role is responsible for managing the entire post-sales customer lifecycle, including onboarding, adoption, renewals, and support. The team is currently around twenty people and is in a scaling stage, with existing playbooks and processes that need further maturation and a management layer to be built out. The goal is to maintain strong net revenue retention as the customer base and headcount grow. The VP will inherit a working team and be tasked with doubling its size and effectiveness.

Requirements

• Eight or more years in Customer Success and/or Support leadership.
• Experience managing managers, not just individual contributors.
• A track record of scaling a post-sales team through a similar size range (roughly ten to thirty people) and building out its management layer.
• Clear ownership of retention and renewal metrics (NRR, GRR, churn) with a concrete story of moving them in the right direction.
• Experience building or significantly improving post-sales processes: health scoring, QBRs, escalation management, support SLAs.
• Comfortable partnering with Sales leadership, Product, and Engineering, and speaking the language of each.
• A data-driven approach to decisions.
• Comfortable owning a budget and forecasting against it.
• Strong executive communication skills, including experience presenting to C-level leadership and the board.
• Experience in B2B SaaS, ideally with a technical or developer-facing product.

Responsibilities

• Own post-sales outcomes: net revenue retention, gross retention, renewal rates, and customer health across Customer Success and Support.
• Build the management layer by hiring and developing team leads and managers.
• Mature the operating system, including health scoring, QBR cadence, escalation paths, and support SLAs.
• Partner with Sales on renewals and expansion, and build repeatable ways to catch churn risk early.
• Represent the customer's voice in Product and Engineering roadmap conversations.
• Represent post-sales priorities at the leadership table.
• Own the post-sales budget and forecast retention and support metrics.
• Keep support quality on track as ticket volume grows, focusing on response times, resolution quality, and customer satisfaction.
• Work with Sales, Product, Marketing, and Finance on customer lifecycle strategy and expansion motion.

Benefits

• Competitive salary and equity package.
• Medical, dental, and vision plans for employees and any dependents.
• 401k Pension Plan.
• 26 days of paid time off annually + local bank holidays.
• Flexible working hours and a healthy 40-hour workweek.
• Work from anywhere in the US.
• Learning & education budget.
• Company offsites.

What This Job Offers

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