VP of Customer Success

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

Benefits offered by this job

Health insurance

Dental insurance

Life insurance

Long-Term Disability

401(k) with company matching

Generous PTO

Team-building activities

In-office chiropractic services

Job summary

Smarty is seeking a Vice President of Customer Success to lead our Customer Success organization, owning every post-sale relationship. You will build a team, partner with Sales, Product, Engineering, and Marketing, and drive growth through a scalable operating model, measurable retention, renewal, and expansion goals.

This is a full-time, onsite role based in Orem, Utah. You will design onboarding and renewal strategies, manage risk, and ensure high customer health while guiding CS programs,

Qualifications

• 8+ years in customer success or related role in B2B SaaS.
• 3+ years leading teams.
• Proven record improving GRR/NRR in subscription models.
• Experience scaling CS during rapid growth.
• Experience with technical or API-based products.
• Working knowledge of CRM and CS platforms (e.g., Salesforce, HubSpot, Gainsight).

Responsibilities

• Own GRR, NRR, churn, and customer health scoring.
• Build scalable onboarding programs and playbooks for enterprise accounts.
• Own renewal process and forecast, renewals, pricing, and at-risk accounts.
• Identify expansion opportunities and route to Account Executives.
• Support self-serve users by sharing adoption insights with Marketing and SMB Sales.
• Design and maintain a tiered coverage model matching service levels to account value.
• Serve as the primary link between customers and internal teams for feedback and product gaps.
• Lead, hire, and develop CS Managers and influence CS compensation.
• Develop CS processes, tooling, and reporting; ensure CRM data accuracy.

Skills

Customer Success

Account Management

Leadership

B2B SaaS experience

Data-driven decisions

Education

Bachelor's degree in business or related field

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.

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.