VP of Customer Success

Smarty, LLC.; Orem (UT); On-site; USD 150,000 - 225,000; Full time

Benefits offered by this job

Competitive compensation

Excellent benefits

Professional development

On-site office in Orem

Job summary

Smarty, a leader in location data intelligence, is seeking a VP of Customer Success to build and scale the customer success function from the ground up in Orem, UT. You will lead a team of managers, partner with Sales, Product, Engineering, and Marketing, and drive revenue retention and expansion through a data-driven approach.

The role emphasizes owning customer health, implementing scalable onboarding, and shaping renewal strategies to maximize long-term value for enterprise accounts.

Qualifications

• 8+ years in customer success, account management, or related role in B2B SaaS
• 3+ years leading teams in a customer-facing function
• Experience improving GRR/NRR in subscription models

Responsibilities

• Own GRR, NRR, churn, and customer health scoring
• Build onboarding programs and playbooks for enterprise accounts
• Own renewal process, forecast, and pricing discussions within guidelines
• Identify expansion opportunities and route to Account Executives
• Share adoption insights with Marketing and SMB Sales to convert self-serve users
• Design tiered coverage model for SMB and self-serve customers
• Bridge feedback between customers and product teams for feature rollouts
• Lead hiring and development of Customer Success Managers
• Develop CS processes, tooling, and CRM data accuracy

Skills

Customer success leadership

B2B SaaS experience

CRM proficiency

Team leadership

Education

Bachelor's degree or higher

Tools

Salesforce

HubSpot

Gainsight

Job description

You may not have heard of us, but you've probably benefited from our work. Smarty is a leader in location data intelligence, helping businesses around the world verify, standardize, and enrich their address and location data at scale. When a package reaches the right door, an order ships without a hitch, or a journey reaches the right destination, there's a good chance we helped.

We've built all of this the hard way: self-funded, profitable, and on our own terms. That independence lets us make long-term decisions, invest in our people, and hold a high bar for our work. We’ve been recognized as a Top Workplace four years running, thanks to a culture that values our people just as much as our products.

VP of Customer Success

As VP of Customer Success , you'll lead Smarty's Customer Success organization and own every customer relationship after the sale. You'll build and lead the team of leaders and Customer Success Managers who partner with our sales team and work closely with Sales, Product, Engineering, and Marketing so customer needs shape our direction. We expect you to turn customer success into a clear driver of growth. That means building a scalable operating model, setting measurable goals for retention, renewal, and expansion, and holding the team accountable for hitting them. You'll be expected to build a high-performing team, create programs that shorten time-to-value, and give leadership a clear, data-driven view of customer health and risk. This role is for a proven builder who wants the ownership and the backing to shape a function from the ground up.

This is a full-time, onsite role in our Orem, Utah office.

What you’ll do:

• Own gross revenue retention (GRR), net revenue retention (NRR), churn, and customer health scoring
• Build scalable onboarding programs and implementation playbooks that shorten time-to-value (TTV) for newly onboarded enterprise accounts
• Own the renewal process and forecast, including renewal pipeline management, pricing conversations within approved guidelines, and escalation of at-risk accounts
• Identify expansion opportunities and route them to Account Executives
• Support conversion of self-serve and free-tier users by sharing adoption and usage insights with Marketing and SMB Sales
• Design and maintain a tiered coverage model that matches service levels to account value, including scaled or digital programs for SMB and self-serve customers
• Serve as the primary link between customers and internal teams to share feedback, prioritize product gaps, and support new feature rollouts
• Lead, hire, and develop a team of Customer Success Managers, including input on CS compensation plans
• Develop CS processes, tooling, and reporting, and ensure accurate CRM data

Who you are:

• Bachelor's degree in business, a technical field, or equivalent experience
• 8+ years in customer success, account management, or a related customer-facing role in B2B SaaS, including 3+ years leading teams
• Proven record of improving GRR and NRR in a subscription business
• Experience building or scaling a customer success function during a period of rapid growth
• Experience with technical or API-based products preferred
• Working knowledge of CRM and customer success platforms (for example, Salesforce, HubSpot, Gainsight, or similar)

What we’ll do for you

Competitive compensation, $150k-$225k base annually, DOE

• 100% paid health, dental, and basic life insurance premiums (including family coverage)
• Long-Term Disability insurance
• Generous PTO that increases with tenure
• 401(k) with company matching
• Ongoing training for professional and career development
• Drinks, snacks, and team-building lunches and activities
• In-office chiropractic services

Smarty provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, or protected veteran status. This policy applies to all terms and conditions of employment, including hiring, placement, promotion, termination, compensation, and training. Employment is contingent upon successful completion of a background check following an offer of employment.