Vice President of Customer Success

VP of Customer Success

Location: Downtown NYC (a couple blocks from Wall Street)

On-site, 5x a week

We’re a team of ~150 employees with 15 years of operating experience, supported by investors with a proven history of scaling successful companies. Over that time, we’ve established a strong presence in the data-driven marketing and technology space, highlighted by a widely adopted POS system used by a diverse range of businesses.

We are now hiring for a VP of Customer Success, who will oversee and continuously refine key functions such as client onboarding, support, consulting services, customer advocacy, retention, and expansion opportunities.

Responsibilities:

Drive Customer Success Outcomes

• Improve renewal rates and minimize customer churn
• Increase lifetime value through stronger product adoption, customer satisfaction, and overall account health
• Generate new business through customer advocacy and referrals

Oversee Customer Success Operations

• Lead onboarding, training, professional services, support, and renewal efforts
• Ensure consistent delivery of high-quality customer experiences across all touchpoints

Define and Optimize the Customer Lifecycle

• Map the end-to-end customer journey
• Establish key listening points (e.g., product usage, satisfaction metrics)
• Standardize interventions throughout the lifecycle
• Segment the customer base and tailor engagement strategies accordingly
• Identify and implement continuous improvements based on insights and industry best practices

Measure and Improve Performance

• Define and track operational metrics for the team
• Build systems for monitoring and reporting performance
• Establish regular review cadences
• Share key insights with executive leadership

Build and Lead a High-Performing Team

• Recruit and develop experienced leaders across Customer Success functions
• Create an effective onboarding program for new hires
• Partner cross-functionally with Marketing (customer engagement), R&D (product issues and improvements), and Finance (forecasting and metrics)
• Help define the organization’s ideal customer profile

Qualifications & Skills

• 8+ years of experience leading B2B customer-facing teams
• Proven ability to manage managers and oversee teams of 20+ employees
• Background spanning both post-sale customer success and sales is preferred
• Strong understanding of recurring revenue models and value drivers
• Analytical, process-driven mindset with a focus on continuous improvement
• Demonstrated success driving software adoption and executing customer success strategies
• Ability to translate strategy into actionable initiatives and deliver measurable results
• Comfortable collaborating across departments and engaging with senior executives
• Skilled at resolving escalated customer issues with urgency and professionalism
• Experience with Salesforce (SF) is required

Benefits:

• Competitive base pay range (DOE): $180k-$250k
• Stock options
• Full (generous) benefits
• Casual work environment/attire