Vice President of Customer Success

About KeyData

KeyData specializes in producing decision-grade data products and in-depth analytics targeted at operators and stakeholders in the Short-Term Rental (STR) industry. Our platform aggregates, standardizes, and enhances extensive datasets, delivering solutions such as embedded analytics, APIs, and curated datasets that empower daily operations and strategic decision-making.

Investor Overview

Established in 1988, Pamlico is a growth equity and buyout investor focusing on middle-market firms. Operating from Charlotte, North Carolina, the firm partners closely with management teams in sectors including communications, healthcare IT, information services, software, and tech-enabled services, with a successful track record of investments realizing company potential.

Role Summary

The Vice President of Customer Success will hold full responsibility for the entire post-sale customer journey, encompassing onboarding, customer success, and support for KeyData clients. This leadership role involves establishing scalable, automated engagement for smaller accounts and developing consultative, quarterly business review-driven relationships for the largest clients.

Key Responsibilities

• Create foundational processes and systems for the newly organized Customer Success groups—Onboarding, Success, and Support—ensuring each functions autonomously with clear roles and accountability.
• Implement performance metrics with focus on retention and customer health, establishing data-driven insights and diagnosing churn causes in partnership with Product to enhance onboarding and value realization.
• Initiate quarterly business reviews with major customers to analyze data and market insights together, fostering proactive, consultative support aligned with customer growth goals.
• Design and deploy a scalable tech-touch engagement model for smaller account segments, collaborating with Product to support this initiative.
• Evaluate existing workflows and systems to identify inefficiencies and manual processes, driving improvements to CRM hygiene, customer health scoring, ticketing, case management, and product usage analytics.

Benefits Provided

• Company-paid individual health and dental insurance
• Long-term disability coverage under the group plan
• $50,000 company-paid life insurance
• $200 annual health allowance
• $50 monthly internet reimbursement
• Up to $1,000 yearly professional development reimbursement
• Paid company holidays
• 401(k) plan with 3.5% employer match, immediately vested
• $75 monthly mobile phone and data plan reimbursement
• Flexible paid time off policy
• Remote working position, with preference for candidates near Dallas/Fort Worth area

Candidate Profile: Required Experience

• Direct hands-on experience in SaaS Customer Success, including building and scaling onboarding, success, and support teams into structured, process-focused organizations.
• Proven capability to design and run tech-touch customer success models without dedicated CSMs, preferably within SaaS environments.
• Experience leading consultative, data-driven customer engagement initiatives such as quarterly business reviews, and developing internal accountability frameworks with KPIs and performance management.

Candidate Profile: Preferred Experience

• Background in adjacent industries such as short-term rental, hospitality, or real estate technology where data-driven software solutions are prevalent.
• Experience managing a blended team that includes both onshore and offshore roles spanning implementation, support, and success.
• Previous experience working within a private equity-backed company is highly valuable.