Vice President, Customer Success

Overview

NU Advisory Partners is leading the recruitment for a Vice President of Customer Success at a B2B SaaS firm specializing in HR technology. Reporting directly to the CEO, this leadership role is responsible for overseeing the entire post-sales function, focusing on safeguarding recurring revenue, developing a commercial account management system, and revolutionizing client delivery through automation and artificial intelligence (AI). The role demands a skilled builder with experience managing strategic accounts while establishing the necessary infrastructure, team, and tools to support a diverse and growing client base.

Key Responsibilities

• Own gross revenue retention targets, visible at the board level, by developing forecasting systems and risk management processes that monitor and address churn promptly.
• Redesign the customer journey and internal transition processes to offer a cohesive, outcome-centric experience across all customer groups.
• Establish standardized renewal processes for enterprise, mid-market, and high-volume accounts, complete with tailored playbooks and prioritization logic.
• Link team incentives and operational routines directly to retention results, creating accountability frameworks that uphold high performance during expansion.
• Directly manage the company's most critical accounts, conducting executive business reviews, renewal discussions, and growth opportunities with VP and C-suite stakeholders.
• Implement an escalation protocol that guarantees urgent resolution of significant issues with professional leadership, safeguarding client relations and revenues.
• Develop a governance structure to ensure seamless transfer of strategic account relationships as the team grows.
• Define the qualities of effective enterprise client management and build organizational knowledge to consistently execute these standards.
• Design and launch a commercial account management function dedicated to net revenue retention, enabling the team to convert customer engagement into measurable expansion pipelines.
• Identify expansion indicators based on product usage and customer outcomes to effectively time upselling initiatives.
• Position Customer Success as a key contributor to net revenue retention, ensuring expansion metrics are transparent at the board level alongside retention data.
• Collaborate closely with Sales and Product teams to align post-sales commercial operations with market strategies and product development plans.
• Overhaul service delivery across the post-sales lifecycle by introducing automation and tools that lower per-account costs and accelerate time to measurable client outcomes.
• Create an intelligent, signal-driven client coverage approach using predictive analytics and automated workflows to detect risks and opportunities efficiently.
• Promote AI integration within post-sales operations, identifying areas for automation and self-service that bring operational efficiencies and fostering a supportive culture.
• Work with Product and Engineering to translate post-sales requirements into platform features that incorporate customer insights into roadmaps and self-service experiences.
• Recruit and scale a modern post-sales team encompassing customer success, account management, support, and new AI-enabled delivery roles.
• Formalize the operational framework, including playbooks, compensation plans, and onboarding procedures, to support sustainable scaling without reliance on informal knowledge.
• Act as a strategic partner to Sales, Marketing, Product, and Revenue Operations, providing post-sales insights that inform company-wide strategy and go-to-market efforts.
• Foster a team culture characterized by urgency, accountability, and ownership of client results.

Qualifications and Experience

• Minimum of 5 years of progressive leadership experience in customer success or post-sales within B2B SaaS, with a proven record of building or significantly restructuring functions from the ground up.
• Proven ability to directly manage enterprise escalations, renewal negotiations, and expansion deals without needing senior-level support.
• Experience as a player-coach in agile, fast-growing environments, simultaneously handling strategic accounts and developing organizational systems.
• Strong operational skills in high-volume client management, capable of designing scalable programs that drive profitable client outcomes without proportional increases in staff.
• Accountable for gross revenue retention (GRR) and net revenue retention (NRR) as defined board-level metrics, with expertise in creating and defending accurate renewal forecasts.
• Proficient with modern customer success platforms, health scoring techniques, and CRM-based renewal management.
• Hands-on experience implementing AI tools and automated workflows within post-sales contexts, with insight into sustainable automation leverage.
• Demonstrated success building scalable digital engagement programs and automated customer lifecycle journeys.
• Previous experience in the HR technology or workforce management sector is advantageous.
• Willingness to work remotely with occasional travel to company offices.

Additional Information

Upon application submission, candidates will undergo review and, if aligned, be contacted for further discussion. All applicants, regardless of outcome, may be included in an ongoing talent pool for future opportunities.

About NU Advisory Partners

NU Advisory Partners is an executive search and advisory firm rooted in AI technologies, focusing on senior leadership, operational, and board roles within private capital-backed companies. The firm leverages innovative technology, data, and AI to modernize executive search, delivering efficient, high-touch service and leadership placements that generate enduring business value.