VP of Customer Success
On-site · Greenville, South Carolina, United States
Job Summary
Lead and own post-sale customer success for a senior CS team focused on high-value agencies in a hands-on leadership role. Own net revenue retention and gross retention metrics, run end-to-end renewals, and partner with Sales to surface and close expansions. Build and optimize onboarding motions, a customer-health-driven cadence (1:1s, QBRs), and the commercial aspects of post-sale including pricing and contracts. Serve as the executive face of TRULEO for top accounts, and be on-site in Greenville, SC, with willingness to travel as needed to ensure value delivery and retention.
Required Qualifications
- 8+ years in Customer Success, Account Management, or post-sales leadership at a B2B SaaS company with at least 3 years leading a team
- Carried a renewal and/or expansion number directly
- Built or meaningfully rebuilt a CS function (playbooks, onboarding, renewal motion)
- Comfortable in the commercial conversation like pricing, contracts, negotiation, save motions
- Strong partnership track record with Sales, Product, and Operations
- Player-coach mindset. Happy to run a hard account yourself this quarter and hand it off next quarter
- Public safety, GovTech, or regulated/complex B2B experience is a plus, not a requirement
- Able to work on-site in Greenville, SC, and to pass the background check required to work with criminal justice (CJIS) data
- Willing to travel to all accounts and be on site with the team
Desired Qualifications
- 8+ years in Customer Success, Account Management, or post-sales leadership at a B2B SaaS company
- at least 3 years leading a team
- carried a renewal and/or expansion number directly
- built or meaningfully rebuilt a CS function (playbooks, onboarding, renewal motion)
- comfortable in commercial conversations like pricing, contracts, negotiation, save motions
- strong partnership track record with Sales, Product, and Operations
- player-coach mindset (able to run a hard account himself and hand off later)
- public safety, GovTech, or regulated/complex B2B experience is a plus
- able to work on-site in Greenville, SC, and pass CJIS background check
- willing to travel to all accounts and be on site with the team
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