VP, Customer Success

Required

• 10+ years in Customer Success leadership at enterprise SaaS.
• Ongoing, multi-year enterprise contracts. You've owned relationships where success is measured over years and renewals, not one-time sales.
• You've moved the numbers at scale. You can point to specific gross retention, net retention, and expansion ARR you've moved across a portfolio of enterprise accounts, not just individual account wins.
• Strategic and commercial. You see 2-3 moves ahead on where an account is going and know how to shape a conversation into an expansion opportunity when the timing is right.
• Bring your playbook. You've built the retention and expansion motion at least once before. You can bring it, optimize what we already have, and take it further.
• Pattern recognition, judgment, and mindset. You've caught things others missed on accounts, and you can help newer team members develop that same instinct.
• Hands-on with the work. You're in a C-suite QBR and in the weeds of an account plan the same week.
• Tested through friction. You've held accounts through rocky implementations, executive turnover, and pricing pushback. Delivering outcomes matters more than keeping every conversation comfortable.
• Concise and structured. You think in structure and hold a clear point of view under pushback.
• AI-native, and thinking ahead of the product. You use AI seriously in your own work and have a view on where AI reshapes CS itself over the next 12 to 24 months.
• Comfort with ambiguity. You build the playbook as you go, and the role will evolve as we scale.
• Industry curiosity. You'll work with customers in industrial distribution, manufacturing, automotive, healthcare, and similar verticals. Industry experience is a plus; a willingness to deeply understand a customer's operations matters more.