Job description

About the Role

This full-time remote position is for the Head of Customer Success and Account Growth, also known as VP of Customer Success, working with a client of RevPilots. This role is a hands-on leadership position combining team management with personal accountability for a portfolio of accounts. Success is measured by retained and expanded revenue with a strong focus on upsells, which are compensated uncapped through commissions. The base salary is $120,000 plus $80,000 commission potential, targeting an on-target earnings (OTE) of $200,000.

Company Overview

The client specializes in certifying and validating employer culture, relying on over 20 years of research, an independent proprietary methodology, and extensive employee data from thousands of organizations. Their offerings are recognized nationally in business and financial media and follow a land-and-expand model with multiple interconnected properties and tiered certifications. The company is growing rapidly with advanced AI-driven tools and led by a founder active in daily product shipping.

Key Responsibilities

Own a portfolio of approximately 60 to 65 accounts, directly managing and expanding revenue through renewals and upsells with clear business cases and closing strategies. This is separate from acquiring new clients.
Manage the entire client lifecycle including onboarding, quarterly business reviews, renewals, and account expansions, implemented through a standardized playbook.
Lead and develop the customer success delivery team, maintaining high standards for client interaction and execution. Improve team standups, processes, staffing, and execution quality while ensuring content and research are applied in client meetings.
Provide measurable proof and reporting of client achievements such as increased candidate numbers, better candidate quality, employer brand strength, and improved AI visibility.
Develop and deliver training to foster value-based client conversations focused on problem-solving and ROI rather than feature explanation.
Conduct weekly quality control reviews of client interactions, addressing significant issues with escalations.

Leadership and Team Management

The team includes specialists in SEO/AEO, content, customer support, client experience, and quality control. The incoming leader will assess and restructure the renewals function to optimize results. This role will relieve the CEO and COO of direct involvement in deliverables, quality assurance, and client oversight, requiring full ownership of their team and outcomes.

Candidate Profile

Demonstrates high intensity, precision, and data-driven decision-making aligned with company values: solutions-oriented, accountability, radical candor, and reliability.
Proven track record in building or scaling a customer success/account growth function in a growth-stage, land-and-expand organization as a hands-on leader who hits renewal and expansion targets personally.
Strong ability to build processes and teams swiftly and effectively; able to specify immediate priorities and implement them.
Data-savvy, rigorous, and committed to backing claims and strategies with solid metrics.
Passion for working in a small, high-trust, rapidly growing company with a meaningful mission focused on employer and employee culture.

Essential Skills and Experience

Direct experience executing and leading efforts in AI visibility and AEO—improving real visibility metrics through active involvement rather than managing vendors.
Proven history of creating or guiding content that increases candidate attraction and quality, supported by measurable outcomes.
Expertise in developing employer branding and reputation improvements demonstrable with before-and-after data.
Experience translating client outcomes into marketing, demand generation, and advertising strategies, with hands-on management.
Ability to convert performance data into compelling client reports that demonstrate value and advance upsells.
Willingness to engage in performance by producing or correcting deliverables to elevate team standards.
Personal achievement of renewal and expansion quotas in a relevant sector with evidence available.
Capability to sell upgrades convincingly to senior clients with solid business rationale distinct from feature lists.

Assessment and Hiring Process

Final candidates will be asked to complete a practical work sample such as an AEO/visibility audit, a quarterly business review value deck, or an upsell business case, demonstrating skills applicable to the role.

Additional Benefits and Opportunities

Opportunity to build and own a customer success function from the ground up leveraging a 25-year research foundation.
Uncapped commission potential with no earnings ceiling on expansion revenue.
Direct collaboration with the company founder, gaining exposure to a nationally recognized leader and proprietary validated methodology.
Potential for a transaction bonus tied to future company liquidity events for exceptional hires.