VP of Customer Success
New
T
Time DoctorWorkforce Analytics SaaS
Based in North America, with working hours that overlap Eastern Time, Must have working hours that overlap Eastern TimeFull-TimeVp
Salary not disclosed
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Job Details
- Experience
- 8+ years of post-sale leadership in B2B SaaS
- Required Skills
- Artificial IntelligenceCustomer SuccessHubSpotAccount Management
Requirements
- 8+ years of post-sale leadership in B2B SaaS (CS, AM, or equivalent).
- 3+ years leading managers and multi-function teams.
- Proven track record of improving NRR and reducing churn in growth-stage B2B SaaS.
- Experience managing both self-serve/PLG and sales-led motions.
- Hands-on experience personally designing and deploying AI agent workflows.
- Demonstrated ability to drive disciplined execution of defined playbooks.
- Executive presence and experience managing senior stakeholder relationships.
- Proficiency with CS tooling, CRM systems, and product usage data.
- Based in North America with ability to overlap working hours with Eastern Time.
- Ability to travel 10-20%, including occasional international travel.
Responsibilities
- Own Net Revenue Retention (NRR) and drive gross revenue retention and expansion.
- Lead integrated Account Management, Support, and Solutions functions.
- Execute and sharpen the existing CS playbook across global regions.
- Provide executive sponsorship for strategic accounts and manage high-risk renewals.
- Build and orchestrate AI agent workflows to scale operations and improve CS outcomes.
- Hire, lead, and develop team leads and ICs across multiple time zones.
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