VP of Customer Success

SECURENTITY

. Own the entire post-sale Customer Success organization and scale it through the company's next stage of growth .

Posted 10/19/2026full-timeRemote • United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in leading Customer Success organizations within B2B SaaS, focusing on gross and net revenue retention, executive relationship management, and scalable process development. Proven ability to coach leaders, design coverage models, and drive cross-functional collaboration to enhance customer satisfaction and retention metrics.

Highest-signal resume keywords

Customer Success LeadershipRetention Strategy OwnershipExecutive Relationship ManagementScalable Process DevelopmentCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success ManagementRetention MetricsAccount GovernanceOnboarding ExecutionQBR ProgramsForecast DisciplineMulti-Stakeholder Account ManagementCoverage ModelsSegment-Specific StrategiesAI-Assisted Workflows

Soft Skills

CoachingDecision-MakingExecutive PresenceHigh OwnershipBias For Execution

Industry Keywords

B2B SaaSEnterprise ExperienceGeneral ContractorSpecialty ContractorConstruction SaaS

About the role

Key responsibilities & impact

Own the entire post-sale Customer Success organization and scale it through the company's next stage of growth
Lead 12 CSMs across General Contractor and Specialty Contractor segments, a growing management layer, and customer support
Own gross revenue retention and net revenue retention across enterprise, mid-market, and SMB customers
Build the enterprise Customer Success motion, including multi-stakeholder account plans, executive sponsorship, and account governance
Design coverage models, segmentation, hiring plans, and the management layer needed to scale
Coach managers, build career paths, and hire scalable leaders
Establish weekly and monthly portfolio reviews, call coaching, QBRs, onboarding execution, and board-level metrics
Lead cross-functional collaboration with Sales, Product, and Finance
Evolve tooling and AI-assisted workflows to increase revenue under management faster than headcount
Report directly to the CRO

Requirements

What you’ll need

10+ years in Customer Success, including 5+ years leading CS organizations at B2B SaaS companies
Direct ownership of a retention number at a company in the $20M to $50M ARR range
Significant enterprise experience managing executive relationships, complex multi-site or multi-stakeholder accounts, and enterprise renewals and expansion
Experience managing managers and running a multi-segment CS organization
Track record of building scalable processes, operating cadences, forecast discipline, onboarding and QBR programs, and segment-specific coverage models
Bias for execution and ability to make clear decisions quickly
Executive presence, including coaching call reviews and presenting retention strategy to the board
High ownership
Construction or vertical SaaS experience is nice to have

Benefits

Comp & perks

Own a complete function at a pivotal growth stage
Strong team, strong process, and strong retention
Culture built on the values: Be Curious, Keep It Simple, Customer Obsession, Raise the Bar