Remote VP of Customer Success — NRR & Growth Leader

Vouched; Oregon; Hybrid; USD 140,000 - 210,000; Full time

Benefits offered by this job

Flexible remote, work-from-home

Healthcare

Dental

Vision

401k

Equity compensation

Parental leave

Flexible paid time off

Job summary

Vouched is seeking a senior CS leader to own NRR, build scalable processes, and lead a team of CSMs and implementation specialists. You will partner with Product and leadership to protect and grow customer revenue across IDV and KYA products.

You will drive onboarding, adoption, health monitoring, and renewal motions, while ensuring clear customer insights inform roadmaps and strengthening CS operations with a data-driven approach.

Qualifications

• Built or scaled a CS function at a SaaS company with strong NRR ownership.
• Defined and executed a comprehensive CS playbook across onboarding, adoption, health, renewal and expansion.
• Able to lead, coach, and grow a team of CSMs and implementation specialists.
• Experience with enterprise, mid-market and SMB customer segments and data-driven forecasting.

Responsibilities

• Own NRR targets, diagnose gaps, and build teams to close them.
• Define and execute the CS playbook and adapt it to market needs.
• Lead and develop a CS team; invest in people before they need saving.
• Surface risk early and partner with Product on customer feedback.
• Own the customer journey from contract to renewal and ensure renewal health.
• Represent the customer voice inside the company and drive renewal processes.

Skills

NRR ownership

CS leadership

SaaS experience

People coaching

Forecasting

Tools

CRM systems

CS tooling

Job description

Vouched is seeking a senior CS leader to own NRR, build scalable processes, and lead a team of CSMs and implementation specialists. You will partner with Product and leadership to protect and grow customer revenue across IDV and KYA products.

You will drive onboarding, adoption, health monitoring, and renewal motions, while ensuring clear customer insights inform roadmaps and strengthening CS operations with a data-driven approach.