Vice President of Customer Success

Company Background

4J Therapeutics, Inc. is a technology business that is redirecting its strategy away from biotechnology and toward blockchain. After reviewing long-term market direction, regulatory changes, and the rapid adoption of decentralized technologies, the company concluded that blockchain provides stronger scalability, wider commercial use cases, and greater global growth prospects than its earlier research-and-development focused model.

This shift is being powered by rising demand for secure digital infrastructure, transparent information management, tokenized digital assets, decentralized finance (DeFi), and Web3 products. Using its experience in technology development and innovation leadership, the company is reallocating its efforts toward blockchain infrastructure, smart contract solutions, digital asset platforms, and enterprise blockchain services. The aim is to create a more durable business model, diversify income streams, and strengthen long-term competitiveness in the evolving digital economy.

Role Overview

The Vice President of Customer Success will own the design and execution of the organization’s customer success strategy. The role is focused on helping customers consistently achieve meaningful business outcomes while improving satisfaction, product usage, renewals, and customer lifetime value.

This position brings together customer success, service, implementation and delivery, customer operations, and product feedback into one coordinated operating model so the company can build a strong customer success foundation and support long-term customer expansion and recurring revenue growth.

The role generally reports to the CEO, Chief Commercial Officer, Chief Revenue Officer, or Chief Operating Officer.

Customer Success Strategy and Framework

• Create, refine, and oversee the organization’s overall customer success approach.
• Put in place a structured customer success management framework.
• Develop a lifecycle-based model for managing customer relationships.
• Build a segmented service and operations structure for different customer tiers.
• Ensure the customer success plan supports the broader company growth strategy.

Customer Value and Revenue Expansion

• Shorten the time customers need to realize value from the product.
• Increase adoption across the customer base.
• Improve customer lifetime value.
• Support renewals, expansion, upselling, and cross-selling opportunities.
• Lower churn and protect recurring revenue.
• Contribute to stronger net revenue retention.

Customer Operations and Experience

• Design and improve the full customer journey from onboarding through ongoing engagement.
• Set up operating processes that support customer success delivery.
• Improve collaboration between customer service, implementation, and technical support teams.
• Introduce a customer health scoring approach to track risk and engagement.
• Raise customer satisfaction, net promoter score, and overall customer experience.

Key Account and Relationship Management

• Own success plans for strategic and high-value accounts.
• Define long-term growth plans for major customers.
• Implement regular quarterly business review meetings.
• Maintain strong executive-level communication with important clients.
• Coordinate internal teams to resolve urgent customer issues and preserve long-term partnerships.

Customer Data and Insights

• Build a system for customer data analysis and customer success reporting.
• Study customer behavior, product usage, and progress toward value realization.
• Track customer health, engagement levels, renewals, and churn risk.
• Set up early-warning and risk response mechanisms.
• Use customer insights to inform product improvements, market direction, and business decisions.

Additional Information

This role is full-time and based onsite in the United States.

No stipend or salary details were provided in the source material.