VP of Customer Success Job Description Template

The vice president of customer success owns post sale revenue across the business, covering onboarding, support, success and often professional services. The role is accountable for net revenue retention, which investors treat as the primary measure of whether a subscription business is durable. It requires operating at the level of systems and incentives rather than individual accounts.

Typical Duties and Responsibilities

• Own net revenue retention and post sale customer experience
• Lead customer success, onboarding and support functions
• Set strategy for segmentation, coverage and service levels
• Build the operating model and metrics for the organization
• Partner with sales on the transition from prospect to customer
• Work with product on the roadmap that retention depends on
• Manage the budget and headcount plan for the function
• Report retention and expansion performance to the executive team and board
• Develop the leadership layer within the organization
• Own the most strategic customer relationships personally

Education

• Bachelor’s degree in business or a related field; MBA sometimes preferred

Required Skills and Experience

• 10+ years in customer facing roles including senior leadership
• Ownership of net revenue retention at a subscription business
• Experience leading multiple functions rather than a single team
• Strong operational and analytical capability
• Ability to influence product and engineering priorities
• Board level communication
• Experience scaling an organization through growth
• Sound judgment on where to invest service resource

Preferred Qualifications

• Experience across both enterprise and self serve models
• Prior experience through a funding round or acquisition