VP, Customer Success

Bonusly

. Define and lead Bonusly's holistic Customer Success and Support strategy .

Posted 10/14/2026full-timeRemote • United StatesLead💰 $175,000 - $225,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success strategy, team leadership, and customer lifecycle management within a B2B SaaS environment. Proven ability to drive customer retention, expansion, and advocacy while managing budgets and developing data-driven strategies.

Highest-signal resume keywords

Customer Success StrategyTeam LeadershipSaaS Business ModelsCustomer Lifecycle ManagementData-Driven Decision Making

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Journey OptimizationBudget ManagementForecastingKPI DevelopmentCustomer Success Model ImplementationSales MethodologiesAnalytical SkillsProblem-SolvingStrategic Business PlanningResource Allocation

Soft Skills

AdaptabilityResilienceResourcefulnessCommunicationRelationship Building

Industry Keywords

B2B SaaSHR TechEmployee EngagementPerformance ManagementCustomer Advocacy

About the role

Key responsibilities & impact

Define and lead Bonusly's holistic Customer Success and Support strategy
Optimize the customer journey across onboarding, adoption, value realization, retention, expansion, and advocacy
Lead, manage, recruit, hire, and develop the Customer Success team
Establish and demonstrate measurable customer ROI from Bonusly's solutions
Partner with Sales, Marketing, Product Development, Customer Programs, and Enablement on a unified customer journey
Identify and lead upsell, cross-sell, professional services, and customer expansion initiatives
Establish and refine Rules of Engagement with Sales leadership
Serve as the voice of the customer to Product and Engineering teams using data-driven feedback
Build and maintain strategic relationships with key customer stakeholders
Provide executive oversight for critical accounts and resolve executive escalations
Champion operational rigor, continuous improvement, and predictable execution
Manage the Customer Success organization's budget and resource allocation
Represent Bonusly externally at industry events, conferences, and thought leadership initiatives

Requirements

What you’ll need

8+ years of progressive leadership experience in Customer Success, Account Management, or post-sales functions within a B2B SaaS environment
At least 3+ years in leadership roles (Director-level or above)
Proven track record of managing multi-level teams (managers of managers) and scaling organizations during significant growth
Deep expertise in SaaS business models, customer lifecycle management, retention, expansion, and advocacy
Strong preference for experience within HR Tech, Employee Engagement, or Performance Management
Understanding of relevant buyer personas and industry nuances
Expertise in strategic business planning, financial management including budget ownership, forecasting, and data-driven KPIs
Exceptional analytical and problem-solving skills
Ability to translate complex data into actionable strategies and narratives for executive audiences
Experience developing and implementing customer success models, including high-touch, tech-touch, community-led, and managed services
Strong understanding of sales methodologies and their intersection with customer success
Adaptability, resilience, resourcefulness, and ability to thrive in a dynamic startup environment
Ability to navigate ambiguity with strategic foresight