Senior Vice President of Customer Success

Overview

We are hiring a Senior Vice President of Customer Success, a strategic executive leader responsible for driving client satisfaction and retention across our multi-product platform. This position partners closely with the Account Management leader to ensure the Client Success and Account Management teams are maximizing client lifetime value and fueling recurring revenue growth.

 

 

Responsibilities

• Defines and executes a comprehensive Client Success strategy that aligns with business goals, focusing on client retention, satisfaction, product adoption, and revenue growth.
• Builds and maintains strong relationships with clients, acting as their advocate within the organization to ensure their needs and feedback are prioritized in product development and strategic planning.
• Deploys strategies across the client success team that focus on client value identification and accelerated value realization, ensuring all clients are achieving success with the platform.
• Owns onboarding, enablement, adoption, retention, and expansion strategies across all products. This involves monitoring client usage patterns, identifying opportunities for expansion, and proactively addressing potential churn risks.
• Responsible for Gross Revenue Retention (GRR), Net Revenue Retention (NRR), ensuring a proactive approach to contract renewals, client satisfaction, and long-term loyalty.
• Oversees Technical Support function ensuring adherence to Service Level Agreements (SLAs) and timely resolution of client issues with empathy and professionalism.
• Partners with Sales and Revenue Operations to forecast renewals accurately and drive consistent, predictable revenue growth. Identifies and capitalizes on upselling and cross-selling opportunities, working in partnership with the Sales team to maximize client lifetime value and drive revenue growth.
• Establishes success metrics, advancing client health scoring, and fostering a community of engaged client advocates.
• Develops scalable programs to improve Net Revenue Retention (NRR), Client Satisfaction (CSAT), and Net Promoter Score (NPS).
• Collaborates closely with Sales, Product, Professional Services, and Marketing teams to drive client engagement, ensure the voice of the client informs roadmap decisions, and ensure a seamless client journey from onboarding through renewal.
• Ensures adoption and adherence to robust systems, tooling, and metrics to measure and continuously improve service levels, response times, and client satisfaction.
• Continuously evaluates and optimizes client success processes, leveraging data and insights to enhance efficiency and effectiveness.
• Recruits, hires, and develops a high-performing Client Success team, attracting top talent, providing ongoing training and development opportunities, and fostering a culture of excellence.
• Performs team member review, evaluation, and compensation processes.

Qualifications

• Bachelor’s Degree required; MBA or advanced degree preferred.
• 15+ years of experience managing Client Success teams at a high-growth B2B SaaS company with at least 7 years in a senior leadership role.
• Strong understanding of SaaS metrics (ARR, NRR, churn, LTV).
• Proven success in building scalable client journeys, processes, and playbooks that drive adoption, retention, and growth.
• Exceptional leadership, communication, and executive presence, with the ability to inspire and motivate teams.
• Comfortable rolling up your sleeves and building systems and processes in a fast-paced environment, demonstrating a bias for action and a willingness to learn.
• Strong analytical and problem-solving skills, with the ability to identify trends, diagnose root causes, and implement effective solutions.
• Excellent written and verbal communication skills, with the ability to articulate complex ideas clearly and concisely to diverse audiences.

Benefits

• Medical and Dental coverage available for employees, dependents, domestic partners, and spouses
• Paid Time Off – Flexible options plus 10 paid company holidays where available**
• All full-time positions are hybrid, with many eligible to be completely remote
• Fully Paid by Origami Risk – Vision insurance, Short & Long-Term Disability Insurance, and Basic Life Insurance
• Generous family leave options—including adoption and foster care placements
• Pre-Tax Savings Accounts – Flexible Spending Account, Health Savings Account, Commuter Benefits, Dependent Care Savings Account
• Retirement Savings – 401(k) with company match up to 4%
• Employee Assistance Program (EAP) – Confidential & Free support offered to colleagues facing personal or work-related complications
• Education Assistance Prog