Vice President of Customer Success

About NU Advisory Partners

NU Advisory Partners is an executive search and advisory firm specialized in AI-driven recruitment focused on senior executives, operating, and board roles within private capital-backed companies. Leveraging technology, data, and AI, they deliver enhanced recruitment solutions with over 2,000 successful searches and deep industry insight, aiming for a superior experience for clients and candidates alike.

Role Overview

We are seeking a Vice President of Customer Success to lead the entire post-sale organization at a rapidly expanding vertical SaaS firm. This executive will oversee account management, customer enablement, and technical support functions, constructing an operational system that transforms strong retention into scalable growth. The ideal candidate will have experience scaling customer success teams during fast-paced growth phases and incorporate AI-driven operational strategies.

Key Responsibilities

• Define and implement the vision and operating framework for post-sale organizations, including account management, enablement, and support.
• Create and maintain metrics, forecasting practices, and management routines to provide leadership with insightful, data-driven views of customer health and revenue sustainability.
• Develop repeatable processes and coverage frameworks to ensure consistent outcomes driven by systems, not just individual efforts.
• Own and optimize renewal and expansion outcomes across existing customers.
• Identify and capitalize on growth prospects within current accounts, fostering sustained expansion alongside business growth.
• Maintain excellent retention rates while enhancing account expansion as the customer base broadens.
• Establish customer segmentation strategies aligning coverage intensity with account value and potential.
• Collaborate with product teams to create scaled, digitally enabled service models for smaller clients.
• Integrate AI and automation throughout post-sale operations utilizing customer and usage data to streamline team activities.
• Recruit, develop, and retain a high-performing post-sale team, including strategic account managers for key clients.
• Cultivate leadership qualities among front-line managers and promote a culture of accountability, curiosity, and ownership.
• Make informed decisions regarding organizational structure and team member suitability during scaling phases.
• Partner closely with sales, product, engineering, and operations leaders to align the customer lifecycle holistically.
• Build trust and shared responsibility with cross-functional peers to influence outcomes beyond direct ownership.
• Provide the executive team with data-driven guidance on managing the post-sale business effectively.

Qualifications and Experience

• At least 10 years of leadership experience in customer success or post-sale roles within B2B SaaS companies.
• Demonstrated success in scaling customer success functions during periods of rapid expansion, ideally targeting $100M+ in ARR.
• Proven track record of owning net revenue retention and achieving measurable improvements in strategic account management.
• Practical experience in designing customer segmentation models and tiered coverage structures.
• History of applying AI, automation, and data analytics in post-sale operations.
• Expertise in developing digital or self-service models for lower-touch customer segments.
• Strong preference given to candidates with experience in vertical SaaS markets.
• Hands-on leadership style focused on manager development, high standards, and team autonomy.
• Collaborative approach to drive results across organizational functions without direct control.
• Executive presence capable of advising CEOs and leadership with evidence-based recommendations.
• Willingness and ability to work in a hybrid format with regular attendance at the Bay Area office.

Application Process

• Submit your resume for consideration.
• Your application will be evaluated by the team.
• If your qualifications align, you will be contacted to further discuss the opportunity.
• Applicants not selected for this position will be included in the talent network for future roles.