Company Overview

We’ve partnered with a fast-growing SaaS company that powers modern retail operators across highly regulated industries. Their all-in-one platform combines POS, payments, e-commerce, CRM, loyalty, analytics, and delivery management—helping multi-location retailers run their businesses end-to-end with enterprise-grade precision.

With more than 400 locations live across 13 states and a team of 200 + employees, the company is entering its next stage of scale—evolving from a product-driven startup into a disciplined, data-led organization. Following a successful divestiture and capital infusion, the company is self-funded, profitable, and focused on responsible growth toward an eventual strategic exit.

Role Overview

We’re searching for a Vice President of Customer Success to lead all post-sales functions—including Customer Success, Technical Support, and Implementation—and turn them into a unified, measurable engine of retention, expansion, and customer advocacy.

This is a builder’s role for an executive who thrives in complexity, enjoys hands-on leadership, and understands what it takes to scale SaaS operations for SMB and mid-market customers. The VP will bring structure, process, and accountability to every step of the customer journey—from onboarding to renewal—while partnering closely with Product and Revenue teams to create a best-in-class customer experience.

Key Responsibilities

• Lead and unify Customer Success, Implementation, and Support under a shared vision and measurable framework.
• Build tiered customer engagement models that balance enterprise-level rigor with SMB scalability.
• Shorten onboarding cycles and improve time-to-value through repeatable playbooks and process automation.
• Drive measurable improvements in Net Revenue Retention, churn, and customer satisfaction.
• Mature the Support function into a proactive, insights-driven operation; leverage AI and analytics to anticipate needs.
• Partner with Product to influence roadmap decisions that reduce friction and unlock scale.
• Define success metrics, dashboards, and forecasting cadences that create visibility for leadership and investors.

What Makes This Opportunity Unique

The company operates in a complex, regulated market—where software adoption requires both empathy and precision. You’ll inherit strong product-market fit and a high-performing foundation, but success will depend on your ability to transform customer operations into a scalable, revenue-driving discipline.

This is an opportunity to:

• Lead a 20 + person post-sales organization with three directors already in place
• Build repeatable systems that enable predictable, data-driven growth
• Partner directly with a visionary founder and leadership team preparing for a major growth milestone

Requirements

• 12 + years of progressive experience in Customer Success, Implementation, and Support within B2B SaaS
• 5 + years in senior leadership overseeing multi-function teams
• Proven success improving Net Revenue Retention and scaling post-sales processes
• Deep experience operationalizing customer lifecycle management for SMB and mid-market clients
• Hands-on, data-driven operator comfortable balancing strategy and execution
• Executive presence with exceptional communication and cross-functional influence
• Proficiency with SaaS tools such as Salesforce, Gainsight, HubSpot, Intercom, or Zendesk.

Benefits

• Competitive Salary + Bonus.
• Comprehensive health, dental, and vision coverage.
• Flexible, remote-first work environment (CST or EST preferred).