VP of Customer Success: Scale Ops & Retention

Zipliens; Kentucky; Presencial; USD 151.000 - 205.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health care plan

Company HSA contributions

Flexible Spending Accounts

Disability coverage

Life and AD&D coverage

401(k) Plan with company match

Paid time off

Parental leave

Descripción de la vacante

Zipliens is seeking a VP of Customer Success to lead and scale the post‑sale organization as the company grows across verticals and new business lines. Reporting to the Chief Customer Officer, you will own onboarding, adoption, retention, expansion, and the operating infrastructure that makes those outcomes repeatable.

You will build the team, define playbooks and health metrics, partner with Product, Operations, Finance, Sales, and Marketing, and design an end‑to‑end customer journey.

Formación

• 7+ years in customer success with growth-stage leadership.
• Experience managing managers including director-level reports.
• Owned retention and expansion targets with forecasting.
• Built or rebuilt a CS operating model: segmentation, health scoring, playbooks.
• Willingness to travel up to 40%.

Responsabilidades

• Lead CS org design, capacity planning, and hiring sequencing.
• Own onboarding, time-to-value standards, and sales-to-onboarding handoff.
• Drive Voice of Customer program and product prioritization.
• Collaborate with Product, Sales, Operations, Marketing to scale across lines.

Conocimientos

Customer success

Leadership

Forecasting

Data analysis

CRM systems

Travel 40%

Educación

Bachelor's degree

Herramientas

HubSpot

Salesforce

Reporting tools

Descripción del empleo

Zipliens is seeking a VP of Customer Success to lead and scale the post‑sale organization as the company grows across verticals and new business lines. Reporting to the Chief Customer Officer, you will own onboarding, adoption, retention, expansion, and the operating infrastructure that makes those outcomes repeatable.

You will build the team, define playbooks and health metrics, partner with Product, Operations, Finance, Sales, and Marketing, and design an end‑to‑end customer journey.