VP of Customer Success

EasyLlama is transforming the HR compliance industry by reinventing outdated and uninspiring training solutions and adapting them for the mobile-first generation. Our engaging, fun, and interactive training helps millions of employees worldwide build a safer, more positive, and inclusive workplace. As we continue to set the standard in compliance solutions, our vision extends far beyond training—we aim to partner with thousands of organizations to reduce employee risk and foster a more inclusive and secure environment for all.

With world-class customer reviews—boasting a 96% rating on G2 from over 100 reviews—and industry-leading NPS and Customer Satisfaction scores, EasyLlama is proud to have earned the trust of over 5,000 clients, including brands like Shake Shack, WeightWatchers, Sephora, JiffyLube, and Y Combinator. Our mobile-friendly platform delivers on-demand, self-paced, and bite-sized solutions that meet employees where they are, increasing engagement and retention.

At EasyLlama, we are not just transforming compliance training—we are challenging the status quo. We have a strong culture of collaboration, innovation, and getting things done.

About the Role

As we expand into a multi-product platform for compliance and learning, we’re hiring a Vice President of Customer Success to lead our post-sales organization.

With world-class customer reviews—boasting a 96% rating on G2 from over 250 reviews—and industry-leading NPS and Customer Satisfaction scores, EasyLlama is proud to have earned the trust of over 6,000 clients, including brands like Shake Shack, WeightWatchers, Sephora, JiffyLube, and Y Combinator. Our mobile-friendly platform delivers on-demand, self-paced, and bite-sized solutions that meet employees where they are, increasing engagement and retention.

At EasyLlama, we are not just transforming compliance training—we are challenging the status quo. We have a strong culture of collaboration, innovation, and getting things done.

What You’ll Do

• Lead the full post-sale customer journey: onboarding, support, enablement, success, renewal, expansion

• Design and execute lifecycle strategies specific to each segment—from tech-touch PLG to high-touch Enterprise success

• Build and manage a CS-led expansion pipeline with clear ownership, deal tracking, and performance metrics

• Implement pipeline inspection processes and collaborate closely with Sales leadership and RevOps to ensure forecast accuracy and accountability

• Equip CS team with the tools, messaging, and motion to proactively sell additional products and upgrades

• Create onboarding, success, and renewal playbooks tailored by segment, product, and buyer persona

• Own product adoption and build scalable training by building the EasyLlama Academy

• Implement proactive churn risk mitigation and account mapping strategies

• Collaborate on PLG workflows and support new product launches

• Drive customer advocacy and marketing alignment via webinars, referrals, and CAB - Use automation and AI to increase CS efficiency and quality of service

• Hire, lead, and coach a high-performing, cross-functional CS team

Who You Are

• 10+ years in Customer Success, 5+ in senior B2B SaaS leadership

• Experience running differentiated CS motions across customer segments (PLG/self-serve, SMB, Mid-Market, Enterprise)

• Proven ability to lead cross-functional CS teams (Success, Support, Enablement, Ops)

• Strong sales acumen with experience driving expansion pipeline (upsell, cross-sell, upgrades) and implementing pipeline management rigor in CS

• Ability to partner with Sales and RevOps to forecast expansion revenue and track pipeline health

• Expertise in building onboarding, enablement, and customer training programs - Strong strategic planning and problem-solving capabilities

• Deep understanding of CRM and CS tools

• Experience building churn prevention, renewal, and expansion strategies - Clear communicator with strong coaching, escalation, and relationship management skills

How We'll Take Care of You

• Flexible, fully remote environment

• 4 Weeks PTO - Recharging is essential. We respect your time off and encourage it.

• Competitive employer-sponsored health insurances

• 401(k) + company matching

• Professional development reimbursements

The EasyLlama herd is fully remote, with employees distributed across the US. We are currently hiring in the following approved* states:

AR - Arkansas
CA - Californi