VP of Customer Success

Chorus Innovations

. Lead portfolio-wide strategy for Net Revenue Retention (NRR) and Gross Retention, establishing proactive account health metrics, CSAT/NPS benchmarks, and support SLA standards .

Posted 9/23/2026full-timeLong Beach • California • United StatesLead💰 $185,000 - $200,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer success and account management, with a strong focus on Net Revenue Retention and Gross Retention strategies. Proven ability to lead and mentor teams while engaging effectively with senior public sector executives and navigating complex organizational structures.

Highest-signal resume keywords

Customer Success LeadershipNet Revenue Retention StrategyPublic Sector EngagementTeam Mentorship and CoachingB2B Software Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Account ManagementRetention MetricsExpansion TargetsBehavioral Health SoftwareEHR FamiliarityProject Margin UnderstandingCommercial Deal StructuresPricing ModelsRenewal StrategiesUtilization Economics

Soft Skills

Relationship BuildingStrategic ThinkingCross-Functional CollaborationCommunication SkillsProblem Solving

Industry Keywords

Public SectorGovernment StakeholdersHealthcareB2B SoftwareCustomer JourneyAccount Health MetricsSLA StandardsCSAT/NPS BenchmarksStrategic Account ManagementProfessional Services

About the role

Key responsibilities & impact

Lead portfolio-wide strategy for Net Revenue Retention (NRR) and Gross Retention, establishing proactive account health metrics, CSAT/NPS benchmarks, and support SLA standards
Build and nurture executive relationships across the largest accounts alongside the CEO, serving as a trusted advisor to state agency directors and county leaders
Oversee the renewal calendar aligned with government fiscal and appropriation cycles, ensuring smooth transitions and long-term partnership sustainability
Establish a quarterly review cadence helping public sector agencies demonstrate clear outcomes and return on investment to stakeholders
Mentor, coach, and scale a high-performing team across strategic account management, technical support, and training functions
Standardize scalable playbooks for onboarding, joint business planning, feature adoption, and ongoing support tailored to distinct account tiers
Partner with Delivery on implementation handoffs and collaborate with Sales to identify sustainable growth opportunities grounded in customer value
Report directly to the CEO
Own strategy and execution for retention and expansion across roughly two dozen key accounts
Lead a multidisciplinary group spanning Strategic Account Leads, Partner Success Managers, Technical Support, and Training

Requirements

What you’ll need

12+ years in customer success, client services, or account management, including 8+ years directly leading and scaling teams
Background in a scaling B2B software environment (typically in the $20M–$100M ARR range)
Experience working alongside government, healthcare, or other highly regulated public sector stakeholders
Demonstrated success owning retention and expansion targets alongside account health metrics
Ability to engage credibly with senior public sector executives, including county CIOs and state agency directors, navigating complex organizational structures and multi-stakeholder decisions
Enthusiasm for balancing high-level organizational strategy with hands-on building during this phase of growth
Familiarity with behavioral health, crisis services, EHRs, or public sector software platforms
Experience in software organizations where professional services form a meaningful part of the customer journey
General understanding of services delivery economics, such as utilization, resourcing, and project margin
Proven success aligning customer-facing operations during periods of organizational scale
Familiarity with commercial deal structures, pricing models, and renewal term strategies

Benefits

Comp & perks

Full medical, dental, vision, and life-insurance benefits
401(k) with company match
Stock-option eligibility
Unlimited PTO
Generous paid parental leave
Performance-based bonuses
Mission-driven teammates dedicated to improving lives by tearing down tech barriers
Diverse, inclusive culture where every voice is valued
Reasonable accommodations throughout the hiring process