VP of Customer Success

We are seeking a NYC-based VP of Customer Success, Onboarding, and Professional Services to lead and scale our global post-sales organization, ensuring world-class onboarding, retention, and customer growth experiences across our expanding product suite. Following the rapid adoption of our second product, Shred.AI, this role will be instrumental in strengthening our onboarding and services operations while evolving our broader Customer Success and Account Management strategy to drive cross-sell and long-term client partnerships.

This executive will report directly to the CRO and will focus heavily on improving operational efficiency, scalability, and customer satisfaction—leveraging AI and automation to enhance every stage of the customer journey.

This role will have an in-office requirement of 3 days per week (Tuesday, Wednesday, Thursday) to foster collaboration, mentorship, and alignment across teams.

Company Description

OpenAsset is the leading Digital Asset Management solution built for the Architecture, Construction, and Engineering industries, with over 1000 clients and 20 years of experience. Our mission is to inspire people through visualization of the built world—and with the launch of our AI-driven proposal generation tool, Shred.AI, we are expanding that mission further.

We’re a diverse, collaborative, and fast-growing team of 100+ employees with offices in New York and London and a global client base. Backed by Marlin Equity Partners, we’re passionate about creating an inclusive workplace where everyone feels valued and empowered to contribute.

Role Overview

We’re looking for a VP of Customer Success who can build on our strong foundation of customer advocacy and operational excellence while scaling processes to support significant growth—from $25M to $100M+ in ARR.

You’ll oversee our Onboarding and Professional Services teams along with our Customer Success and Account Management teams. You will ensure seamless onboarding, drive adoption across our multi-product platform, and deliver measurable value for our global customer base of 1,000+ clients.

You’ll bring a strategic yet hands-on approach—comfortable refining playbooks, managing complex client relationships, and collaborating cross-functionally to integrate AI and data insights into customer workflows.

Responsibilities

• Lead and develop the Customer Success, Onboarding, and Professional Services organization (including AM, CSM, IM, and SE teams).
  
• Optimize onboarding processes to improve time-to-value, customer satisfaction, and scalability as we continue to grow our global client base.
  
• Define and execute a customer lifecycle strategy that drives retention, cross-sell, and expansion across our product suite.
  
• Collaborate with Product, Engineering, and Revenue Operations to implement AI-driven tools that enhance onboarding, customer engagement, and service efficiency

• Partner with Sales Leadership to ensure smooth handoffs and alignment between new business and post-sales.

• Partner with Marketing to ensure a strong in-person presence at events and customer onsites.
  
• Develop scalable frameworks for account management and success planning, ensuring consistent delivery across all regions.
  
• Improve and track KPIs around NRR, churn, onboarding velocity, adoption, and customer health scores.
  
• Foster a culture of proactive customer success, where insights from customer data, feedback, and interactions continuously inform our strategy.
  
• Represent the voice of the customer to the executive team, influencing roadmap and go-to-market decisions.
  
• Hire, mentor, and grow talent within the Customer Success and Services teams to build a high-performing, scalable organization.

Skills & Experience

• 10+ years of experience in B2B SaaS with 5+ years leading Customer Success and Professional Services teams.
  
• Proven success scaling from ~$25M to $100M+ ARR, supporting 1,000+ clients globally.
  
• Experience managing multi-regional teams including EMEA and APAC, and implementing global customer success frameworks.
  
• Strong understanding of customer onboarding, implementation, and renewal processes for comple