Remote VP, Customer Success - Enterprise Growth

Source-Multiplier; San Francisco (CA); À distance; USD 220 000 - 300 000; Plein temps

Résumé du poste

Clearstory is seeking a VP of Customer Success to own and scale post-sale efforts, leading 12 CSMs, a CS manager, and two support agents. You’ll own GRR/NRR across enterprise, mid-market, and SMB, driving renewal planning, expansion, and a data-driven forecasting cadence.

You will build an enterprise CS motion, multi-stakeholder account plans, and governance for sustained growth, while evolving tooling and AI-assisted workflows to outperform growth in revenue under management.

Qualifications

• 10+ years in customer success, including leadership of B2B SaaS teams.
• Experience owning retention targets in a $20M–$50M ARR range.
• Proven ability to scale an enterprise CS motion across multiple segments.
• Experience managing managers and multi-site, multi-stakeholder accounts.
• Strong operating cadences, forecast discipline, onboarding and QBR programs.
• Executive presence and ability to present retention strategy to board.
• Bias for action with ownership from day one.
• Nice to have: construction or vertical SaaS experience.

Responsabilités

• Retention and expansion outcomes with GRR and NRR across enterprise, mid-market, and SMB customers, including forecasting cadence, renewal planning, and expansion strategy behind them.
• Enterprise customer strategy with executive sponsorship, multi-stakeholder account plans, and governance that grows strategic accounts year over year.
• Scale the CS organization: define coverage models, segmentation, hiring plans, and the management layer needed to scale efficiently through growth.
• Lead 12 CSMs, 1 CS manager, and 2 support agents; coach managers and build career paths.
• Maintain operating rigor with weekly and monthly cadences (portfolio reviews, call coaching, QBRs, onboarding) across segments.
• Cross-functional leadership: collaborate with Sales, Product, and Finance on renewals, escalations, and roadmap input.
• Drive efficiency and AI adoption to grow revenue under management faster than headcount.

Connaissances

Customer Success leadership

Enterprise renewal & expansion

Forecasting & metrics

Cross-functional collaboration

People management

Strategic account management

Description du poste

Clearstory is seeking a VP of Customer Success to own and scale post-sale efforts, leading 12 CSMs, a CS manager, and two support agents. You’ll own GRR/NRR across enterprise, mid-market, and SMB, driving renewal planning, expansion, and a data-driven forecasting cadence.

You will build an enterprise CS motion, multi-stakeholder account plans, and governance for sustained growth, while evolving tooling and AI-assisted workflows to outperform growth in revenue under management.