workable

VP of Customer Success ( Remote)

ZipLiens

Remote, USA

Full-time

Senior · 7+ years experience

Remote

USD 151000-205000 yearly / year

Discovered 1 months ago

HubSpotSalesforceAI tools

Apply

Full Job Posting

Responsibilities:

Function Leadership & Organizational Design
Function Ownership: Own Customer Success strategy, execution, and outcomes across the full customer portfolio, translating company objectives into departmental targets and operating plans.
Leading Leaders: Lead, coach, and develop a director-level team, holding a clear performance bar and building the next layer of leadership underneath it.
Org Design & Capacity Planning: Own organizational design, coverage and segmentation models, workforce planning, employee development & growth pathing, and the hiring sequence for the function as the customer base scales.
Operating Cadence: Define and run the operating rhythm of the department: goal setting, business reviews, forecast reviews, and reporting to the executive team.
Retention, Expansion & Portfolio Accountability
Target Ownership: Own retention-related KPI’s (conversion and realization rates) and expansion targets in partnership with the Chief Customer Officer and Finance.
Portfolio Health: Own overall portfolio health & modeling, including proactive identification of systemic retention risk and the cross-functional plans to mitigate it.
Forecasting: Partner with Finance on renewal and expansion forecasting, with health and adoption data as the leading indicators behind the numbers.
Commercial Partnership: Contribute customer evidence to pricing, packaging, and renewal terms, and partner with Sales & Partnerships on expansion and referral motions.
Onboarding & Time to Value
Onboarding Standards: Own the onboarding experience through the Director of Onboarding & Enablement, including standard, pilot, and custom paths and the service commitments attached to each.
Time to Value: Establish time to value and early-adoption measures as tracked outcomes of the function, not milestones tracked only during implementation.
Handoff Quality: Own the quality of the sales-to-onboarding handoff jointly with sales & Partnerships, including scope, success criteria, and named owners on both sides.
Customer Experience & Engagement
Engagement Model: Define the engagement model by segment, including touch cadence, business review standards, and the escalation path that supports it.
Executive Sponsorship: Serve as executive sponsor and senior escalation point for strategic relationships, while ensuring routine escalations resolve at the lowest appropriate level.
Voice of Customer: Own a structured Voice of Customer program that captures feedback systematically and converts it into prioritized recommendations for Product and leadership.
Process, Documentation & Enablement
Documentation Ownership: Oversee the buildout and ongoing maintenance of playbooks, SOPs, and process documentation, treating them as living operating assets with named owners and a review cadence.
Systems of Record: Own HubSpot configuration and reporting for the customer lifecycle, ensuring health, adoption, and lifecycle stage data is trustworthy enough to make decisions on.
Enablement: Ensure the team is trained to a defined standard, with onboarding and ongoing enablement built into how the function runs.
Cross-Functional Partnership
Product: Partner on adoption blockers, roadmap input, and portal utilization grounded in usage data.
Lien Resolution Operations: Partner with Operations leadership so customer-facing commitments and operational execution stay aligned.
Sales Partner on handoff quality, expansion signals, customer advocacy, testimonials, and referral generation.
Marketing: Partner with Marketing and Product Marketing on go-to-market enablement and collateral, from internal rollout strategies all the way through case studies and customer advisory initiatives.
Business Lines: Serve as the Customer Success partner to all verticals and emerging business lines, extending shared infrastructure rather than building parallel functions.

Qualifications:

7+ years in customer success, account management, or client services within B2B SaaS or tech-enabled services, including 5+ years leading a customer-facing function through a growth stage.
Demonstrated experience managing managers, including at least one director-level report, and managing up to the executive or board level.
Track record as the named owner of retention and expansion targets, with the reporting and forecasting to support them.
Experience building or materially rebuilding a Customer Success operating model: segmentation and coverage, health scoring, playbooks, business review standards, escalation paths, and documentation.
Experience standing up or scaling an onboarding, implementation or professional services function as part of the customer lifecycle.
Proven ability to operate without an existing playbook, set direction independently, and bring forward recommendations with a clear point of view.
Strong data fluency, including business analysis from reports and comfort using AI tools to support analysis, workflow design, and customer communications.
Proficiency with CRM systems (e.g., HubSpot, Salesforce) and reporting tools.
Bachelor's degree required. Focus in business, law, or a related field is preferred.
Experience in legal services, personal injury, or litigation-adjacent technology is strongly preferred.
Ability to travel up to 40%.

Benefits

Private Health Care Plan (Medical, Dental & Vision)
Company HSA contributions for HDHP participants
Flexible Spending Accounts (Health & Dependent Care)
Company-Paid Short-Term Disability Coverage
Voluntary Long-Term Disability, Life, AD&D, and Supplemental Coverage Options
401(k) Plan with Company Match
Paid Time Off (Vacation, Sick Time & Select Holidays)
Paid Parental Leave
Pay Disclosure: The total base salary range for this role is $151,000 - $205,000 annually, with an opportunity for a discretionary bonus. Final compensation will be determined based on skills and experience.
Work Authorization: Applicants must be authorized to work in the United States without the need for employer-sponsored visa support now or in the future.

Apply for this job in 1 click

Skip the repetitive application forms

Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.

Trusted by over 500,000 job seekers on Base Career

Start Free Today

More jobs at ZipLiens

Single Event Operations Specialist

Somerset, USA

MidFull-time

Discovered 4 days agoView →

Lien Resolution Coordinator

Somerset, USA

JuniorFull-time

Discovered 4 days agoView →

Lien Resolution Strategist

Somerset, USA

MidFull-time

Discovered 4 days agoView →

Software Development Engineer (Mid-Level / SDE)- Hybrid

Franklin, USA

MidFull-time

Discovered 2 weeks agoView →