VP of Customer Success

WorkWave; Boston (MA); Remote; USD 235,000; Full time

Job summary

A leading software development company is seeking a Customer Success Leader to develop a scalable Customer Success model. This role involves leading a high-performing team and collaborating on key customer success metrics. The ideal candidate has over 10 years in Customer Success within SaaS, including 5 years in leadership. This role offers a salary up to $235,000, flexible remote work options, and a robust benefits package.

Benefits

Bonus eligibility

Flexible remote work options

Robust benefits package including health, dental, and 401k

Qualifications

• 10+ years of experience in Customer Success at enterprise SaaS companies, with at least 5 years in leadership roles.
• Proven experience in building and scaling Customer Success organizations.
• Strong knowledge of high-touch Enterprise and tech-touch SMB models.

Responsibilities

• Develop and execute the vision and strategy for a scalable Customer Success model.
• Build and lead a high-performing global Customer Success Management team.
• Collaborate with cross-functional teams to ensure end-to-end customer success.

Skills

Customer Success Management

Leadership

Analytical mindset

Communication skills

Data-driven decision making

Education

Bachelor's degree

MBA or related advanced degree

Tools

Gainsight

Salesforce

Job description

Employer Industry: Software Development

Why consider this job opportunity:
- Salary up to $235,000, with additional bonus eligibility
- Flexible remote work options providing a healthy work/life balance
- Robust benefits package including health, dental, and 401k with company match
- Opportunities for career advancement and professional growth within the organization
- Inclusive and collaborative work environment that values diversity and creativity
- Access to extensive training resources and personal development programs

What to Expect (Job Responsibilities):
- Develop and execute the vision and strategy for a scalable Customer Success model
- Build and lead a high-performing global Customer Success Management team
- Create tailored onboarding, engagement, and expansion playbooks for different customer segments
- Collaborate with cross-functional teams to ensure end-to-end customer success
- Own and improve key SaaS Customer Success metrics such as Gross Retention Rate and Net Revenue Retention

What is Required (Qualifications):
- 10+ years of experience in Customer Success at enterprise SaaS companies, with at least 5 years in leadership roles
- Proven experience in building and scaling Customer Success organizations
- Strong knowledge of high-touch Enterprise and tech-touch SMB models
- Familiarity with Customer Success tools (e.g., Gainsight) and CRMs (e.g., Salesforce)
- Bachelor's degree required; MBA or related advanced degree is a plus

How to Stand Out (Preferred Qualifications):
- Experience with improving and sustaining Customer Success metrics such as churn and NPS
- Strong analytical mindset with a passion for data-driven decision-making
- Excellent communication and customer relationship skills
- Proven track record of influencing at all organizational levels
- Willingness to travel up to 10-15% for customer engagements and strategic meetings

#SoftwareDevelopment #CustomerSuccess #Leadership #RemoteWork #CareerGrowth

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