VP, Customer Success
$185,000–$250,000 year
On-site · New York City, New York, United States
Job Summary
VP, Customer Success leads the post-sale lifecycle across Customer Success, Solutions Engineering, Implementation, and Support, building a scalable operating system and customer journey framework (enterprise to tech-touch) to maximize retention and expansion. Responsibilities include owning onboarding through renewal and expansion, designing scalable playbooks and a robust customer health/measurement framework, driving adoption of new features, transforming Support into a strategic function with improved SLAs and CSAT, partnering with Sales for cohesive expansion, and establishing Voice of Customer programs to influence product roadmap. The role demands leadership of multi-function teams, data-driven decision making, and a focus on ROI and customer value across the lifecycle.
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