💼 About This Role

You'll lead the end-to-end customer experience strategy across high-touch and digital success motions in a fast-growing SaaS environment. You'll drive retention, expansion, and product adoption while building scalable systems and teams. This role blends strategic vision with operational execution across enterprise and high-volume customer segments.

🎯 What You'll Do

• Define and lead end-to-end customer experience strategy across multiple success functions.
• Own retention, expansion, and churn reduction outcomes across all customer segments.
• Oversee high-touch enterprise relationships and large-scale digital success motions.
• Build and maintain executive relationships with key enterprise customers.

📋 Requirements

• 10+ years of experience in Customer Success with 3–5 years in VP-level leadership.
• Proven experience leading both high-touch enterprise and scaled digital customer success.
• Strong track record in improving retention, reducing churn, and driving net revenue retention.
• Experience building customer education or enablement programs is highly valued.

✨ Nice to Have

• Experience with AI-driven tools and automation in customer success.
• Strong understanding of SaaS economics in SMB and mid-market environments.

🎁 Benefits & Perks

• 💵 Competitive salary $190K–$230K per year.
• 🏥 Comprehensive benefits including medical, dental, vision.
• 💰 401(k) with employer match and immediate vesting.
• 🏖️ Paid time off including vacation, holidays, sick days, and volunteer days.
• 🎓 Tuition reimbursement and professional development support.

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 60 min
3. 3Executive Interview· 60 min