Vice President, Customer Success
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Job Description
Vice President of Customer Success at Bettercomp leading strategy and operational execution for customer experience. Driving retention and expansion across a global customer base in a B2B SaaS environment.
Responsibilities:
- Lead and develop a multi-functional CS organization spanning implementation, customer success management, support, and enablement
- Develop and mentor CS managers, building leadership depth and a culture of accountability and continuous growth
- Own key customer health metrics (GRR, CSAT, Time-to-value) while serving as a critical driver of NRR by partnering closely with Sales on renewal and expansion motions
- Drive CS operations strategy: define and refine workflows, playbooks, tooling, and data infrastructure that allow the team to scale without proportional headcount growth
- Identify and implement opportunities to integrate AI and automation across the CS function — from onboarding and support to health scoring and customer communications
- Partner with Product and Marketing to ensure a seamless customer journey from pre-sale through renewal and expansion
- Identify and nurture customer advocacy opportunities, partnering with Marketing to amplify customer stories through case studies, references, and industry visibility
Requirements:
- 15+ years in customer success or customer experience, with at least 5 years in a senior leadership role managing managers in a B2B SaaS environment
- Proven experience scaling CS organizations through periods of rapid customer and team growth at a growth-stage company
- A track record of building and leading high-performing, multi-functional post-sale teams that serve a global customer base including EMEA and APAC
- Deep expertise in CS operations - you've built or significantly improved the systems, processes, and tooling that make CS teams effective at scale
- Strong command of CS metrics and the analytical skills to use data to drive decisions and demonstrate business impact
- Experience with leading CS platforms (e.g. Gainsight, ChurnZero, Vitally), and comfort working across other tech tools including Salesforce, Gong, Zendesk, and Asana.
- A demonstrated point of view on AI in customer success - whether through tools you've implemented, experiments you've run, or a clear vision for where the function is headed
- Hands-on experience identifying and deploying AI or automation solutions within a CS or broader GTM context
- Exceptional communication skills; compelling in the boardroom, clear with your team, and credible with customers
- Proven ability to influence cross-functionally and build strong partnerships with Sales, Product, and executive leadership
- Experience representing the customer organization externally, whether in customer conversations, industry forums, or thought leadership.
Benefits:
- Competitive compensation package that includes: Base salary range: $190,000 - $205,000 (annually based on experience and location)
- 30% variable bonus with On Target Earnings approx $250,000
- Equity
- Flexible PTO, generous company holidays
- Comprehensive health, dental, and vision insurance
- 401(k) with company match
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