About the role

  • Own the entire post-sale customer lifecycle as the Senior Vice President, Customer Success.
  • Set the vision and build the operating model while managing the CS leadership team.
  • Partner closely with Sales, Product, Professional Services, and Support to ensure measurable customer outcomes.
  • Protect high customer retention and expand existing relationships.
  • Build a scalable Customer Success organization to support multi-product strategy.
  • Act as a strategic owner for the installed base using customer feedback to inform company strategy.
  • Drive financial outcomes including Gross Retention and Net Revenue Retention (NRR).

Requirements

  • 12 or more years in B2B SaaS with seven or more years progressive leadership experience building and developing multi-level Customer Success Management teams in an enterprise SaaS environment.
  • Proven ownership of ARR retention and expansion targets at scale, preferably in a multi-product environment.
  • Experience serving accounting, finance, or compliance buyers, or another workflow where accuracy and time to close matter.
  • Strong operator who builds dashboards, reviews data weekly, and can speak to churn at the account level.
  • Exceptional executive presence, communication, and influencing skills utilized to present to customers, the C-suite, and the board.
  • Expertise in CRM (HubSpot, Salesforce) and customer success platforms (Gainsight, ChurnZero, or equivalent).
  • Demonstrated experience in cross-functional leadership to influence internal organizations on strategic GTM initiatives.
  • Familiarity with AI tooling, journey orchestration, and agentic models in CS.
  • Deep understanding of customer lifecycle management, including onboarding, QBRs, journey mapping, and digital CS strategies.

Benefits

  • Annual employee development program stipend of $2,000 for each employee
  • Mentorship program (available immediately)
  • Sabbatical program (4 weeks after 5 years of service)
  • Advancement opportunities based on results
  • 401(k) plan with employer matching
  • Signing stipend for a work-from-home setup
  • Great health benefits with multiple plan options
  • Flexible PTO (including 11 holidays and your birthday off)
  • Free gym membership at our office (Atlanta HQ)
  • Casual dress environment (when in office)
  • Catered lunches every Tuesday & Thursday (when in office)
  • Parental Leave Benefits
  • Fertility/Adoption Assistance
  • Annual tutoring stipend for your children (pending eligibility)

Job title

Senior Vice President, Customer Success

Job type

Experience level

Senior

Salary

$178,807 - $313,693 per year

Degree requirement

Bachelor's Degree

Location requirements

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