[Hiring] Vice President, Customer Success @BetterComp

Role Description

• Team & Organization Leadership
  • 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.
  • Contribute to company strategy as a member of the senior leadership team.
• Customer Health & Revenue Outcomes
  • 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.
  • Serve as an executive voice of the customer, synthesizing trends and feedback into actionable insights for leadership and the product roadmap.
• CS Operations & Scalability
  • 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.
• Customer Advocacy
  • Identify and nurture customer advocacy opportunities, partnering with Marketing to amplify customer stories through case studies, references, and industry visibility.
  • Create feedback loops that surface customer insights to strengthen both product direction and brand reputation.

Qualifications

• A customer champion who leads with empathy and holds a genuine belief that customer success is a growth driver, not a cost center.
• A strategic partner who can influence at the executive level and translate customer insights into product and business decisions.
• A builder who thrives in growth-stage environments and knows how to scale systems and processes ahead of demand.
• Someone who sees ambiguity as an opportunity and brings structure, urgency, and focus to complex, cross-functional work.
• A people-first leader who develops strong managers and creates environments where people do their best work.
• Someone who builds performance cultures rooted in accountability, growth, and psychological safety.
• A leader who understands that change is constant in a growth-stage company and knows how to bring teams along with clarity, confidence, and purpose.
• Someone who can translate organizational evolution into opportunity — helping teams stay focused and motivated even as priorities and structures shift.
• An AI enthusiast with a clear, informed point of view on how AI tools and automation can augment CS teams.
• Someone who goes beyond curiosity - you've put ideas into practice and can articulate what "good" looks like in an AI-enabled CS org.

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

• Our fully remote position, based in the U.S., offers you the freedom to work from the comfort of your home, giving you the flexibility you've always wanted.
• 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.