Zenput
Vice President, Customer Success
Atlanta, Georgia, United States; Boston, Massachusetts, United States; Louisville, Kentucky, United States; United States. Posted 4 months ago
The role
The Vice President of Customer Success will lead, scale, and evolve the Customer Success organization. This leader will drive customer retention, maximize customer value, and build a scalable function to support company growth.
What you will do
- Design and execute a scalable Customer Success strategy
- Develop and implement customer lifecycle programs and engagement models
- Establish repeatable processes, playbooks, and operating procedures
- Create a data-driven culture with clear KPIs and performance management
- Leverage technology, automation, and AI to improve engagement and productivity
- Own gross retention and net revenue retention performance
- Build proactive customer health and risk identification programs
- Partner with Sales and Account Management to identify upsell and cross-sell opportunities
- Recruit, develop, and retain top Customer Success talent
- Serve as the voice of the customer across the organization
Required qualifications
- 10+ years of Customer Success, Account Management, or post-sales leadership experience in B2B SaaS organizations
- 5+ years leading Customer Success leaders and managers
- Proven experience building and scaling Customer Success organizations through periods of rapid growth
- Demonstrated success improving retention, expansion, and customer satisfaction metrics
- Strong operational background with experience implementing customer success methodologies, processes, and technology platforms
- Experience creating customer segmentation models, coverage strategies, and customer lifecycle programs
- Strong analytical and financial acumen with the ability to manage forecasts and performance metrics
- Exceptional leadership, coaching, and talent development skills
- Executive presence with the ability to build credibility internally and externally
- Experience partnering closely with Sales on renewals, expansion, and revenue growth initiatives
- Must be based within one of the following time zones: EDT, CST, or MST
Nice to have
- Experience within the Restaurant Technology industry
- Experience with OKRs and running strategic initiatives across the team
About the company
Crunchtime helps multi-unit restaurants operate every location like their best one. It connects the full operations management lifecycle across inventory, labor, kitchen management, and operations execution.