Vice President, Customer Success

Who We Are:

Ordergroove is a dynamic, fast-paced environment where you will be involved in building something of real value from the ground-up. We're looking for bright, talented people who are excited about innovation, growth, and the exciting world of Relationship Commerce.  If you’re motivated by a desire to solve problems and deliver groundbreaking insights and solutions you’ll fit in perfectly! 

About the Role:

We are seeking a strategic, data-driven, and results-oriented Vice President of Customer Success to manage and grow our Customer Success team. The VP will define and execute the vision, strategy, and goals for our Customer Success Managers (CSMs), focusing on our most strategic customers. This leadership role ensures our merchants experience exceptional value and satisfaction throughout their journey with us. The VP will work closely with cross-functional teams, including Sales, Product, Solutions, Marketing, and Engineering, to drive customer retention, expansion, and overall business growth. This role will report to the SVP of Customer Success. 

Key Responsibilities:

Leadership & Team Development

• Build, lead, and inspire a high-performing Customer Success team focused on delivering exceptional customer outcomes.
• Develop and implement training programs, career development initiatives, and performance management strategies to support continuous growth and high performance.
• Foster a customer-centric culture across the organization, ensuring passion for customer advocacy at every level.

Customer Engagement & Retention

• Own and manage the entire customer lifecycle from onboarding to renewal, ensuring customers receive maximum value from our solutions.
• Implement scalable processes and best practices for managing customer health, ensuring continuous engagement and satisfaction with our products.
• Spearhead efforts to reduce churn, drive renewals, and identify upsell and cross-sell opportunities.

Strategic Account Management

• Build strong, long-term relationships with key customer stakeholders, understanding their business objectives and roadblocks.
• Act as a trusted advisor, helping customers optimize their use of our solutions to achieve their specific goals.
• Collaborate with the executive team to address customer needs and resolve complex issues.

Cross-Functional Collaboration

• Partner with Sales and Marketing to ensure alignment on customer needs, messaging, and growth opportunities.
• Work closely with Solutions teams to ensure customers' technical satisfaction.
• Advocate for customer-driven features with Product and Engineering based on feedback and data.
• Use data-driven insights to inform product roadmaps and enhance the customer experience.

Data & Analytics

• Establish and track key performance indicators (KPIs) for customer success, including customer health scores, NPS, renewal rates, and customer satisfaction.
• Leverage customer data and analytics to drive decision-making, identify trends, and optimize the customer journey.
• Create and maintain reports and dashboards to communicate key customer success metrics to senior leadership.

About You:

• Proven experience leading a Customer Success organization at a high-growth B2B or B2B2C SaaS company (from $25M to $100M+ in revenue).
• Ecommerce experience with subscription-first companies (e.g., Barkbox, Dollar Shave Club), including familiarity with platforms like Shopify, Salesforce, Magento, or BigCommerce.
• Expertise in customer operations, including setting KPIs, monitoring customer health, designing scalable processes, and driving high adoption.
• Deep understanding of customer use cases and product capabilities, with the ability to diagnose customer needs and translate them into actionable solutions.
• Strong understanding of market segmentation complexities, particularly with strategic mid-market and enterprise-level customers.
• Proven track record of building and scaling high-performance, global customer success teams, with expertise in recruiting, retaining, mentoring, and guiding world-class teams.

About Ordergroove:

Ordergroove powers recurring revenue for the world's largest and most innovative retailers, including L'Oreal, Dollar Shave Club, La Colombe Coffee, Bonafide Health, The Honest Company, and more. As a direct result, more than 11% of adult Americans have a subscription powered by Ordergroove. Our technology makes seamless, one-of-a-kind subscriber and membership experiences possible to turn one-time transactions into profi