VP, Post-Sales (remote US)Our Post-Sales team is responsible for everything that happens after a customer signs: onboarding, adoption, renewals, and support. Today the team spans Customer Success and Support, roughly twenty people across both functions, working with customers ranging from fast-moving startups to large enterprises running Spacelift across multicloud environments.
We are past the founding stage of this org and into the scaling stage. The playbooks, health scoring, and escalation paths exist; the job now is to mature them, build out the management layer, and keep net revenue retention strong as our customer base and headcount both grow. You will inherit a working team and the mandate to make it work at twice the size.
What you will do- Own post-sales outcomes: net revenue retention, gross retention, renewal rates, and customer health across Customer Success and Support.
- Build the management layer. Hire and develop team leads and managers so the org does not depend on any single person, including you.
- Mature the operating system: health scoring, QBR cadence, escalation paths, and support SLAs that hold up as the team and customer base grow.
- Partner with Sales on renewals and expansion, and build repeatable ways to catch churn risk early rather than reacting to it.
- Represent the customer's voice in Product and Engineering roadmap conversations, and represent post-sales priorities at the leadership table.
- Own the post-sales budget and forecast retention and support metrics for executive leadership and the board.
- Keep support quality on track as ticket volume grows: response times, resolution quality, and customer satisfaction.
- Work with Sales, Product, Marketing, and Finance on customer lifecycle strategy and expansion motion.
About you- Eight or more years in Customer Success and/or Support leadership, including experience managing managers, not just individual contributors.
- A track record of scaling a post-sales team through a similar size range, roughly ten to thirty people, and building out its management layer along the way.
- Clear ownership of retention and renewal metrics (NRR, GRR, churn) with a concrete story of moving them in the right direction.
- Experience building or significantly improving post-sales processes: health scoring, QBRs, escalation management, support SLAs.
- Comfortable partnering with Sales leadership, Product, and Engineering, and speaking the language of each.
- A data-driven approach to decisions, and comfortable owning a budget and forecasting against it.
- Strong executive communication skills, including experience presenting to C-level leadership and the board.
- Experience in B2B SaaS, ideally with a technical or developer-facing product.
Hiring Process tbc- Intro call with our Talent team (30 minutes).
- Hiring manager interview with our CRO (45 minutes).
- Team interviews with Sales, Product, and Support/CS leadership (across one or two sessions).
- Case study or presentation on how you would approach scaling the post-sales org.
- Final interview with executive leadership.
- Reference checks and offer.
What we offer- Competitive salary and equity package.
- Medical, dental, and vision plans for employees and any dependents.
- 401k Pension Plan.
- 26 days of paid time off annually + local bank holidays.
- Flexible working hours and a healthy 40-hour workweek.
- Work from anywhere! We are a full-remote company.
- Learning & education budget.
- Company offsites.
- Work from anywhere in the US. We are a full-remote company.
- Work in an international, diverse, dynamic, and passionate team with a friendly and supportive company culture.
Join Us! At Spacelift, you won't just be working on a technical product, you'll be part of a team shaping the future of DevOps. Apply to contribute to a platform loved by its users and take your career to the next level!
