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)
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