VP, Customer Success: Scale Growth & Retention

Kipu Health; United States; On-site; USD 180,000 - 270,000; Full time

Benefits offered by this job

Flexible PTO

11 Paid Holidays

Health Insurance

Parental Leave

Pet Insurance

401K with Company Match

Job summary

Kipu Health seeks a seasoned VP of Customer Success to define strategy, scale operations, and drive retention across SMB to enterprise clients in behavioral health. This leader will own OKRs, customer health, and the end-to-end lifecycle, collaborating with Sales, Product, Marketing, and Services to ensure outstanding outcomes.

You will build a scalable CS organization, set playbooks, mentor managers, and resolve escalations while championing the voice of the customer at the executive level in a

Qualifications

• 8+ years in Customer Success, Account Management, or related functions.
• 4+ years leading people managers in a SaaS environment.

Responsibilities

• Define and execute the CS strategy across all customer segments.
• Own CS OKRs and key metrics including gross retention, net retention, product adoption, and customer health scores.
• Own and refine the operating model segmentation and engagement cadences.
• Demonstrate P&L awareness; manage headcount and investment decisions in alignment with ARR and cost-to-serve targets.
• Lead, coach, and develop a team of CSMs and a CS manager; build a culture of accountability.

Skills

Customer Success

Account Management

SaaS

Leadership

Cross-functional collaboration

Job description

Kipu Health seeks a seasoned VP of Customer Success to define strategy, scale operations, and drive retention across SMB to enterprise clients in behavioral health. This leader will own OKRs, customer health, and the end-to-end lifecycle, collaborating with Sales, Product, Marketing, and Services to ensure outstanding outcomes.

You will build a scalable CS organization, set playbooks, mentor managers, and resolve escalations while championing the voice of the customer at the executive level in a