VP of Customer Success

New

ZipliensLien resolution, Legal tech

Somerset, Kentucky, United StatesFull-TimeVp

Salary$151,000 - $205,000 annually, with an opportunity for a discretionary bonus.

Apply NowOpens the employer's application page

Job Details

Experience: 7+ years in customer success, account management, or client services within B2B SaaS or tech-enabled services, including 5+ years leading a customer-facing function through a growth stage.
Required Skills: Data AnalysisSalesforceCustomer SuccessHubSpot

7+ years in customer success, account management, or client services within B2B SaaS or tech-enabled services.
5+ years leading a customer-facing function through a growth stage.
Demonstrated experience managing managers, including at least one director-level report.
Experience managing up to the executive or board level.
Track record as the named owner of retention and expansion targets.
Experience building or rebuilding a Customer Success operating model (segmentation, health scoring, playbooks).
Experience standing up or scaling an onboarding, implementation, or professional services function.
Strong data fluency and comfort using AI tools for analysis and communication.
Proficiency with CRM systems (e.g., HubSpot, Salesforce) and reporting tools.
Bachelor's degree required.
Ability to travel up to 40%.

Own Customer Success strategy, execution, and outcomes across the full customer portfolio.
Lead, coach, and develop a director-level team.
Own organizational design, workforce planning, and the hiring sequence for the function.
Define and run the operating rhythm, including goal setting, business reviews, and forecasting.
Own retention-related KPIs and expansion targets in partnership with Finance.
Define the engagement model by segment, including touch cadence and escalation paths.
Partner with cross-functional leaders in Product, Sales, Marketing, and Operations to ensure alignment.

View Full Description & ApplyYou'll be redirected to the employer's site