VP of Customer Success

🔥 1 minute ago

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

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Vouched

WebsiteLinkedInAll Job Openings

11 - 50 employees

🏥 Healthcare

🍽️ Food & Beverage

📋 Compliance

Healthcare • Food & Beverage • Compliance

Vouched is a leading identity verification company that offers advanced digital identity verification solutions across various industries. With a focus on enhancing security, streamlining onboarding, and reducing fraud, Vouched's proprietary technology integrates seamlessly with existing systems to provide fast, reliable, and compliant verification processes. The company's solutions are tailored for sectors such as healthcare, financial services, automotive, and more, enabling businesses to meet compliance requirements and improve the customer experience. Vouched utilizes AI-driven verification to eliminate biases and offers a seamless integration with global scalability.

📋 Description

• Own Net Revenue Retention (NRR), including targets, tracking, gap diagnosis, and improvement initiatives • Define and execute the customer success playbook across onboarding, adoption, health monitoring, renewal, and expansion • Lead, develop, and grow a customer success team of CSMs and implementation specialists • Build systems and habits to identify customer risk before churn • Partner with Product to translate customer feedback into the roadmap • Partner with the CEO and leadership team on customer health as a company signal • Own the customer journey from contract through renewal, including onboarding timelines, adoption milestones, check-ins, escalations, and executive sponsorship • Operate in Pigeon CRM and shape its use for forecasting, renewals, and account health • Represent the voice of the customer inside Vouched • Build renewal outreach with 90/60/30-day cadences, templated touchpoints, risk flagging, and handoff protocols • Report customer health and NRR trajectory to leadership • Build a documented, staffed, and operational CS playbook • Ensure churn risks and escalations are identified and handled early • Strengthen the CS team through coaching and resourcing • Establish a customer feedback loop with Product and Sales • Own the expansion motion end-to-end

🎯 Requirements

• Built or significantly scaled a customer success function at a SaaS company, with ownership of NRR • Strong point of view on CS playbooks and experience operating while the product, market, or team was changing • Experience developing and coaching customer success professionals • Proactive communication and early escalation of problems • Comfortable with ambiguity across distinct IDV and KYA product lines • Ability to balance rigorous playbooks, processes, and forecasting with adaptability • Experience with enterprise, mid-market, and SMB customers • Experience with CRM and customer success tooling • Ability to operate Pigeon, Vouched’s homegrown CRM, and help shape its use for forecasting, renewals, and account health at scale

🏖️ Benefits

• Flexible paid time off • Healthcare • Dental • Vision • 401k • Equity compensation • Flexible remote, work-from-home arrangements • Parental leave • Performance-based bonus tied to NRR targets