VP of Customer Success

Vouched

. Own Net Revenue Retention (NRR), including targets, tracking, gap diagnosis, and improvement initiatives .

Posted 10/21/2026full-timeRemote • United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer success management, focusing on Net Revenue Retention (NRR) and the development of effective customer success playbooks. Proven ability to lead teams, manage customer journeys, and utilize CRM tools for forecasting and account health.

Highest-signal resume keywords

Net Revenue Retention (NRR)Customer Success Playbook DevelopmentTeam Leadership and CoachingPigeon CRM ProficiencyCustomer Journey Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success ManagementChurn Risk IdentificationOnboarding and Adoption StrategiesForecasting and ReportingRenewal Process Management

Soft Skills

Proactive CommunicationAdaptabilityProblem Escalation

Tools & Technologies

Pigeon CRMCustomer Success Tooling

Industry Keywords

SaaSEnterprise CustomersMid-Market CustomersSMB Customers

About the role

Key responsibilities & impact

Own Net Revenue Retention (NRR), including targets, tracking, gap diagnosis, and improvement initiatives
Define and execute the customer success playbook across onboarding, adoption, health monitoring, renewal, and expansion
Lead, develop, and grow a customer success team of CSMs and implementation specialists
Build systems and habits to identify customer risk before churn
Partner with Product to translate customer feedback into the roadmap
Partner with the CEO and leadership team on customer health as a company signal
Own the customer journey from contract through renewal, including onboarding timelines, adoption milestones, check-ins, escalations, and executive sponsorship
Operate in Pigeon CRM and shape its use for forecasting, renewals, and account health
Represent the voice of the customer inside Vouched
Build renewal outreach with 90/60/30-day cadences, templated touchpoints, risk flagging, and handoff protocols
Report customer health and NRR trajectory to leadership
Build a documented, staffed, and operational CS playbook
Ensure churn risks and escalations are identified and handled early
Strengthen the CS team through coaching and resourcing
Establish a customer feedback loop with Product and Sales
Own the expansion motion end-to-end

Requirements

What you’ll need

Built or significantly scaled a customer success function at a SaaS company, with ownership of NRR
Strong point of view on CS playbooks and experience operating while the product, market, or team was changing
Experience developing and coaching customer success professionals
Proactive communication and early escalation of problems
Comfortable with ambiguity across distinct IDV and KYA product lines
Ability to balance rigorous playbooks, processes, and forecasting with adaptability
Experience with enterprise, mid-market, and SMB customers
Experience with CRM and customer success tooling
Ability to operate Pigeon, Vouched’s homegrown CRM, and help shape its use for forecasting, renewals, and account health at scale

Benefits

Comp & perks

Flexible paid time off
Healthcare
Dental
Vision
401k
Equity compensation
Flexible remote, work-from-home arrangements
Parental leave
Performance-based bonus tied to NRR targets