Own the end-to-end customer experience across the full lifecycle — from first interaction and onboarding through long-term platform adoption, expansion, and advocacy.
Lead and scale a multi-disciplinary Success organization, including Customer and Enterprise level support, Community, Product Education, and Operations.
Act as the Voice of the Customer, synthesizing qualitative and quantitative insights into clear, actionable feedback that influences product strategy, roadmap prioritization, and user experience.
Build scalable, cost-effective success systems that balance empathy, quality, and operational rigor for a large, global, long-tail user base.
Design and evolve Bubble’s product-led success model, enabling customers to self-serve, learn, and succeed through education, documentation, community, and automation.
Collaborate with GTM teams to support customer graduation from free usage into larger plans and enterprise relationships, without compromising scale or community health.
Build and operate world-class support capabilities using the right mix of in-house teams, BPO partners, automation, and AI to deliver consistent, high-quality support at scale.
Ensure the health, safety, and sustainability of Bubble’s community by establishing clear moderation policies, trust & safety processes, and governance.
Hire, develop, and retain strong leaders who can operate complex systems, run day-to-day programs, and continuously improve outcomes across Success.

Prior executive leadership experience in Customer Success, Support, Community, or a related function at a product-led company.
Deep empathy for users combined with comfort making data-driven tradeoffs around cost, quality, and operational leverage.
Track record of serving as a credible Voice of the Customer with executive presence and influence across Product, Engineering, and GTM.
Proven ability to own and operate end-to-end customer experiences for large, complex, and global user bases.
Strong systems thinker with experience designing scalable, cost-efficient success models rather than defaulting to high-touch approaches.
Experience partnering closely with Product teams; background transitioning from Product into Success is a strong plus.
Demonstrated success leading through complexity and ambiguity while maintaining execution velocity.
Strong people leader with experience building and scaling teams.
Comfortable operating in fast-growing environments where expectations are high and clarity is evolving.
NYC-based or willing to relocate, with the ability to participate in in-person leadership collaboration.

VP, Success

Key skills