VP, Customer Success - Scale Retention & Expansion

Crunchtime; Boston (KY); On-site; USD 190,000 - 225,000; Full time

Job summary

Crunchtime is seeking a Vice President of Customer Success to lead a high‑impact, scalable CS organization. This executive will drive retention, maximize value, and identify growth opportunities across the customer base.

Reporting to the Chief Customer Officer, the role focuses on adoption, renewals, health, risk, and expansion, with a proven track record in scaling teams during rapid growth. EST/EDT based leadership is preferred.

Qualifications

• 10+ years of Customer Success, Account Management, or post‑sales leadership experience in B2B SaaS organizations.
• 5+ years leading Customer Success leaders and managers.
• Proven experience building and scaling Customer Success organizations through periods of rapid growth.

Responsibilities

• Design and execute a scalable Customer Success strategy aligned to company growth objectives.
• Develop and implement customer lifecycle programs, engagement models, segmentation strategies, and success motions.
• Establish repeatable processes, playbooks, and operating procedures that drive consistency and efficiency across the organization.
• Create a data-driven culture with clear KPIs, accountability, and performance management.
• Leverage technology, automation, and AI to improve customer engagement and team productivity.

Skills

Executive leadership

Strategic thinking

Data-driven

Operational excellence

Team coaching

Financial acumen

Job description

Crunchtime is seeking a Vice President of Customer Success to lead a high‑impact, scalable CS organization. This executive will drive retention, maximize value, and identify growth opportunities across the customer base.

Reporting to the Chief Customer Officer, the role focuses on adoption, renewals, health, risk, and expansion, with a proven track record in scaling teams during rapid growth. EST/EDT based leadership is preferred.