VP of Customer Success and Operations

Job description

About the Role
We’re looking for a Vice President of Customer Success & Operations to lead the teams, processes, and systems that drive customer retention, account growth, and operational excellence. This role blends strategic account management with scalable operations—ensuring that every customer not only stays but grows with us. You will oversee Account Management and Customer Service while building the operational backbone that enables us to deliver consistently excellent experiences. Reporting directly to the CEO, this role is highly visible and core to our leadership team.

What you’ll do

• Lead and grow our Account Management and Customer Service teams, setting a high-performance, customer-centric culture.

• Own account health, retention, and expansion metrics, while ensuring operational efficiency and consistency.

• Develop playbooks for onboarding, relationship management, renewals, and account growth.

• Collaborate with Sales, Product, and Engineering to ensure customer needs are met and opportunities for expansion are captured.

• Implement reporting frameworks and dashboards to track customer satisfaction, churn, and account growth.

• Scale tools, systems, and vendor relationships to support long-term customer success.

• Hire, coach, and retain top Account Management and Customer Service talent.

Job requirements

What you’ll bring

• 10+ years of experience in Account Management or Customer Success experience, along with Business Operations, with at least 5 years in a senior leadership role.

• Proven track record leading account management teams with measurable impact on retention and revenue expansion.

• Strong operational background with experience building scalable processes and KPIs.

• Executive-level communication and ability to collaborate across Sales, Product, and Finance.

• Experience in growth-stage or fast-scaling environments is strongly preferred.

Compensation & Benefits

• Base salary: $220,000 – $300,000, depending on experience

• Meaningful equity grant

• Comprehensive health, dental, vision, and retirement benefits

• Hybrid work environment (Austin HQ, 3 days per week in-office)

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