VP of Customer Success

Job not on LinkedIn

🕒 2 days ago

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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SECURENTITY

WebsiteLinkedInAll Job Openings

11 - 50 employees

🔒 Cybersecurity

🏢 Enterprise

☁️ SaaS

Cybersecurity • Enterprise • SaaS

SECURENTITY is a company specializing in Identity and Access Management (IAM) solutions. They provide a comprehensive suite of services designed to secure access to digital environments, empowering organizations to manage identities, enforce access control, and modernize their infrastructure effectively. With a commitment to simplifying IAM challenges, SECURENTITY offers managed services, cloud IAM solutions, and expert guidance to enhance security and streamline user management.

📋 Description

• Own the entire post-sale Customer Success organization and scale it through the company's next stage of growth • Lead 12 CSMs across General Contractor and Specialty Contractor segments, a growing management layer, and customer support • Own gross revenue retention and net revenue retention across enterprise, mid-market, and SMB customers • Build the enterprise Customer Success motion, including multi-stakeholder account plans, executive sponsorship, and account governance • Design coverage models, segmentation, hiring plans, and the management layer needed to scale • Coach managers, build career paths, and hire scalable leaders • Establish weekly and monthly portfolio reviews, call coaching, QBRs, onboarding execution, and board-level metrics • Lead cross-functional collaboration with Sales, Product, and Finance • Evolve tooling and AI-assisted workflows to increase revenue under management faster than headcount • Report directly to the CRO

🎯 Requirements

• 10+ years in Customer Success, including 5+ years leading CS organizations at B2B SaaS companies • Direct ownership of a retention number at a company in the $20M to $50M ARR range • Significant enterprise experience managing executive relationships, complex multi-site or multi-stakeholder accounts, and enterprise renewals and expansion • Experience managing managers and running a multi-segment CS organization • Track record of building scalable processes, operating cadences, forecast discipline, onboarding and QBR programs, and segment-specific coverage models • Bias for execution and ability to make clear decisions quickly • Executive presence, including coaching call reviews and presenting retention strategy to the board • High ownership • Construction or vertical SaaS experience is nice to have

🏖️ Benefits

• Own a complete function at a pivotal growth stage • Strong team, strong process, and strong retention • Culture built on the values: Be Curious, Keep It Simple, Customer Obsession, Raise the Bar