About the roleWe are seeking an experienced and strategic Vice President of Customer Success to lead, scale, and evolve our Customer Success organization. This executive leader will be responsible for driving customer retention, maximizing customer value, identifying growth opportunities, and building a world-class Customer Success function that supports our next stage of growth.
The ideal candidate has successfully built and scaled Customer Success organizations in high-growth SaaS environments, implemented repeatable processes and operating rhythms, developed high-performing teams, and delivered measurable improvements in retention, expansion, and customer outcomes.
Reporting to the Chief Customer Officer, the VP of Customer Success will lead a team responsible for customer adoption, value realization, renewals, customer health, risk mitigation, and expansion identification across our customer base.
What you'll do as a VP of Customer SuccessBuild and Scale the Customer Success Function- Design and execute a scalable Customer Success strategy aligned to company growth objectives.
- Develop and implement customer lifecycle programs, engagement models, segmentation strategies, and success motions.
- Establish repeatable processes, playbooks, and operating procedures that drive consistency and efficiency across the organization.
- Create a data-driven culture with clear KPIs, accountability, and performance management.
- Leverage technology, automation, and AI to improve customer engagement and team productivity.
Drive Retention and Revenue Growth- Own gross retention and net revenue retention performance.
- Build proactive customer health and risk identification programs that reduce churn and improve customer outcomes.
- Partner closely with Sales and Account Management teams to identify, qualify, and accelerate upsell and cross-sell opportunities.
- Develop executive engagement strategies that strengthen customer relationships and increase renewal confidence.
- Create forecasting rigor around renewals, risk, and expansion opportunities.
Elevate Team Performance- Recruit, develop, and retain top Customer Success talent.
- Raise the caliber of the organization through coaching, performance management, and leadership development.
- Establish career paths, competency frameworks, and ongoing training programs.
- Build a culture of accountability, customer advocacy, operational excellence, and continuous improvement, ideally through OKR and Strategic Initiatives.
- Ensure the team is equipped to support both current customer needs and future company growth.
Build Cross-Functional Alignment- Serve as the voice of the customer across the organization.
- Partner closely with Product, Professional Services, Support, Marketing, and Sales leadership to improve customer outcomes.
- Develop mechanisms to communicate customer feedback, product gaps, and market opportunities.
- Drive alignment around customer journey improvements and customer experience initiatives.
What Success Looks Like- Improved Gross Revenue Retention (GRR) and Net Revenue Retention (NRR)
- Increased renewal predictability and forecast accuracy
- Stronger customer health and proactive risk management
- Higher customer adoption and value realization
- Increased expansion pipeline and conversion rates
- A scalable Customer Success operating model capable of supporting significant company growth
- A highly engaged, high-performing Customer Success team with strong leadership bench strength
What we're looking for- 10+ years of Customer Success, Account Management, or post-sales leadership experience in B2B SaaS organizations.
- 5+ years leading Customer Success leaders and managers.
- Proven experience building and scaling Customer Success organizations through periods of rapid growth.
- Demonstrated success improving retention, expansion, and customer satisfaction metrics.
- Strong operational background with experience implementing customer success methodologies, processes, and technology platforms.
- Experience creating customer segmentation models, coverage strategies, and customer lifecycle programs.
- Strong analytical and financial acumen with the ability to manage forecasts and performance metrics.
- Exceptional leadership, coaching, and talent development skills.
- Executive presence with the ability to build credibility internally and externally.
- Experience partnering closely with Sales on renewals, expansion, and revenue growth initiatives.
- Must be based within the Eastern Time Zone (EST/EDT).
- Must be available for a firm start date no later than September 1.
Nice to haves- Experience within the Restaurant Technology industry a plus
- Experience with OKRs and running strategic initiatives across the team is a plus
Compensation:The annual base compensation range for this position is $190,000 - $225,000. The reasonably estimated total cash compensation (base + variable) range for this full-time position will be $228,000 - $270,000.
Actual compensation is based on factors unique to each candidate, including, but not limited to: job-related skills, qualifications, education, experience, and location. Crunchtime has a location-based compensation system, so someone doing the same job in a different city might have a different pay range.
