Remote VP, Customer Success — Growth & Retention Leader

Openkrill; United States; Remote; USD 180,000 - 260,000; Full time

Job summary

Tapcheck is seeking a VP of Customer Success to own the post-sales organization, including Support, Onboarding, CS, Account Management, and Payment Operations. You will audit current functions, then architect a scalable strategy across SMB to Enterprise segments, balancing hands-on execution with coaching and leadership development.

You will lead four functions, drive proactive playbooks, and tie CS decisions to revenue, while building a high-performing team and partnering with Product,

Qualifications

• 12+ years in post-sale leadership including 5+ years in senior leadership.
• Owned a multi-function customer organization at VP level.
• Led high-volume support with scale and operational discipline.
• Built retention and growth systems with early-warning signals and playbooks.
• Managed managers and coached leaders while staying hands-on.
• Operated as cross-functional partner with Product, Engineering, Marketing, Finance and Sales.

Responsibilities

• Define and own the company-wide CS strategy across the lifecycle, including retention and expansion.
• Audit the current state of four CS functions and set clear priorities and investments.
• Establish metrics, operating rhythm, and early warning systems for proactive CS.
• Draw a direct line from CS decisions to revenue outcomes for the executive team.
• Stand up the Account Management function and define operating model and targets.
• Set the Customer Support strategy for high-volume org and plan workforce needs.
• Drive AI and automation in Support to scale capacity.
• Represent the voice of the customer at the executive level.

Skills

Leadership experience

CS leadership

Cross-functional partner

Revenue focus

BI tooling

Tools

Salesforce

Zendesk

BI tooling

Job description

Tapcheck is seeking a VP of Customer Success to own the post-sales organization, including Support, Onboarding, CS, Account Management, and Payment Operations. You will audit current functions, then architect a scalable strategy across SMB to Enterprise segments, balancing hands-on execution with coaching and leadership development.

You will lead four functions, drive proactive playbooks, and tie CS decisions to revenue, while building a high-performing team and partnering with Product,