VP of Customer Success

Required

• You think in queues, arrivals, handle times and owners, and you have run workforce planning, tiered support, quality programs and offshore or partner teams.
• You care deeply about customers, and the people who have worked for you would say so.
• WHAT WE TEACH, WHAT YOU BRING
• We teach commercial insurance and how Harper runs. You bring operations at scale, the judgment to pick which work goes to agents and which to people, and a record of building teams that got better as they grew. You do not need to be an engineer; you do need to use AI tools yourself.
• WHO SHOULD NOT APPLY
• Your experience is mainly SaaS customer success: strategic accounts, quarterly business reviews, renewals and solutions teams. That may matter here later; it is not this job now.
• You manage through dashboards and never take a customer call or sit with a queue.
• You scale by adding headcount first.
• PAY, SCHEDULE AND PLACE
• $220K to $260K, plus a 15 to 20% bonus and meaningful equity.
• On site in San Francisco Monday to Friday, with a week in Atlanta most months and regular time with the team in Pakistan.