VP of Customer Success

About Our Client

Our client is on a mission to help more people realize their potential by improving access to career services for all people – early in their lives and throughout their careers. Initially focused on the traditional higher education market, the organization’s All-In-One Virtual Career Center is used by a wide range of institutions to radically improve utilization of career services, career readiness and student outcomes.

The team is mission-driven, working in a fun and collaborative culture which puts people first. The organization operates as a fully remote entity, encouraging mobility, and for all employees to work from their ideal environment. The company is backed by leading technology investors.

About The Role

As the VP Customer Success, the individual will lead a high-performing team focused on delivering exceptional client experiences across the full customer lifecycle, from onboarding through renewal, expansion, and support. The role is responsible for delivering measurable customer outcomes, driving net revenue retention and ensuring exceptional customer experiences at scale.

The successful candidate will define and execute the strategy that aligns customer goals with the organization’s mission, enabling their team to deliver consistent, high-impact engagements across the customer lifecycle. This is a strategic and hands-on operational role, involving the design and implementation of programs that drive product adoption, customer engagement, renewal execution and expansion opportunities, all while continuously improving internal processes and operational efficiency.

The individual will work closely with cross-functional teams to champion the voice of the customer and ensure the organization has the systems, playbooks, tools and data in place to deliver consistent, repeatable success at scale.

Key Responsibilities

• Own and execute customer success strategy across onboarding, account management and customer support to maximize revenue retention and drive expansion and product adoption
• Define key performance indicators (NRR, upsells, renewal rate, CSAT, time to value) and implement repeatable playbooks to achieve them
• Roll up your sleeves to build processes, write content, or jump in on key renewals when needed; this role is both strategic and operational
• Partner closely with Sales, Product, and Marketing to align customer needs, expansion opportunities, budget priorities and value realization
• Act as voice of customer in roadmap discussions, renewal forecasting, and company planning
• Work with the leadership team on customer strategy and high-risk accounts
• Lead, mentor, and develop a high performing team made up of an Onboarding Manager, CSMs, and Customer Support
• Be a player-coach, model expectations, give direct feedback, and jump in to support team execution when necessary
• Develop and manage the team to performance standards that support scale and customer outcomes
• Model best-in-class objection handling and renewal conversations, support the team directly on high-risk accounts while coaching confidence and ownership
• Own the full lifecycle of customer support operations from triage to resolution, including ticketing, SLAs, escalation process, and day-to-day queue
• Implement tools and systems to improve team operations, efficiency, visibility and responsiveness
• Continuously improve internal workflows, engagement models, and self service resources to deliver great customer experience

Required Qualifications

• Bachelor’s degree or equivalent experience in business, communications, marketing, or a related field.
• 8+ years of experience leading and scaling high-performing Customer Success teams and driving retention strategies, including at least 3+ years in a senior or leadership capacity. Proven ability to lead/manage onboarding, CSM and support functions in a rapidly changing SaaS environment.
• Player-coach leadership style with a track record of both strategic design and hands-on execution, including leading and managing escalations, renewal conversations and customer objection handling.
• Experience building and scaling customer lifecycle strategies, segmentation models, and engagement frameworks that drive retention, product adoption and revenue growth.
• Operational expertise implementing processes, tooling, and systems to scale customer success, optimize support delivery and measure impact via KPIs.
• Strong leadership presence and collaboration skills, proven ability to influence Product, Sales, and Marketing teams by championing the voice of the customer and aligning business outcomes.
• Analytical mindset with ability to use data and feedback loops to measure/forecast risk, identify trends, and inform strategic direction.
• Excellent communication, problem-solving and situational leadership skills with comfort navigating high-stakes conversations internally and externally.
• Background in SaaS, higher education, or career services technology is a plus.

What you’ll get:

• Remote work and flexible schedule
• Gold PPO health insurance with nation-wide networks covered at 100% for employee premiums and 60% for dependents
• Dental insurance covered at 75% for employee premiums and 50% for dependents
• Vision insurance covered at 75% for employee premiums
• Optional Health and Dependent Care FSAs
• One Medical Primary Care Membership
• 100% vested 401(k) with 100% of employee contributions matched up to the first 3% of pay and 50% of employee contributions matched on the next 2% of pay after a 90-day waiting period
• Employer paid $50,000 basic life insurance policy
• Unlimited paid vacation time
• 12 weeks paid parental leave after one year of employment
• Home office stipend

What else should you know?

The organization cares deeply about its people. It is known that a properly incentivized and highly motivated team is critical to success and the organization seeks to ensure its employee experience reflects that. Competitive compensation is offered, including participation in a generous employee equity stock option program, and a wide range of employee benefits.

If this sounds like an organization you would like to join, but it may not be the right role, please don’t hold back from reaching out. Whatever skills you bring to the table or background you’re coming from, you are welcome to start a conversation.

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”