VP, Customer Success & Growth

NetDocuments; Lehi (UT); On-site; USD 210,000 - 230,000; Full time

Benefits offered by this job

Health premiums coverage (90%)

HSA contributions

401K match

Flexible PTO

10 paid holidays

Job summary

NetDocuments is seeking a Vice President of Customer Success to lead post-sale strategy across Customer Success, Renewals, and DSM, driving gross and net retention and installed-base ARR growth. You will build scalable customer success motions, partner with Sales and Product, and lead a team of 30+ across multiple segments from enterprise to long-tail accounts.

You will also champion AI adoption within customer success, aligning tactics with revenue growth, and evolving organizational practices

Qualifications

• Bachelor’s degree in a business discipline or equivalent practical experience.
• 10+ years of experience in Customer Success, Account Management, or a related post-sale function within a SaaS technology company.
• 5+ years of experience leading leaders, with demonstrated success building and scaling an organization of 30+ people.
• Proven ownership of retention and expansion targets, including GRR, NDR, and renewal rates, at a company with $100M+ ARR or comparable growth-stage scale.
• Strong financial and analytical capabilities with experience translating customer and revenue data into business strategy and executive-level insights.
• Demonstrated ability to lead organizational change and execute customer-focused strategies across multiple functions.

Responsibilities

• Lead the Customer Success, Renewals, and DSM organizations to maximize retention, expansion, and customer satisfaction.
• Define enterprise, mid-market, and long-tail engagement strategies and build scalable customer success motions.
• Partner with Sales and Product to develop retention strategies and drive account expansion.
• Build durable executive relationships with customer leaders and serve as the executive sponsor for strategic accounts.
• Establish operating rhythms, health metrics, and forecasting across NDR, GRR, and renewals.

Skills

Customer Success

SaaS

Leadership

Renewals

Data-Driven

Education

Bachelor's degree

Job description

NetDocuments is seeking a Vice President of Customer Success to lead post-sale strategy across Customer Success, Renewals, and DSM, driving gross and net retention and installed-base ARR growth. You will build scalable customer success motions, partner with Sales and Product, and lead a team of 30+ across multiple segments from enterprise to long-tail accounts.

You will also champion AI adoption within customer success, aligning tactics with revenue growth, and evolving organizational practices