Identify and implement AI-driven solutions to improve departmental efficiency, automate routine tasks, and enhance the overall customer experience.
Own retention performance, renewal forecasting discipline, and expansion alignment with Sales
Establish and drive a durable operating model across post-sale functions, ensuring accountability, predictability, and scalability.
Provide strategic oversight and leadership for the tech support, implementation, and customer success teams.
Drive and report on key performance indicators including GDR, churn, and CSAT.
Partner closely with sales, marketing, operations, and product teams to surface customer feedback on products.
Foster a culture of continuous improvement and professional growth.

Hands-on experience implementing AI and other technologies to increase team efficiency while delivering a “right touch” model for customers from SMB to enterprise.
Proven leadership in customer success or account management within B2B SaaS.
A track record of success in high-growth, fast-paced startup environments.
Deep understanding of customer success metrics across the post-sales journey and the ability to turn data into strategy.
Experience managing and aligning multi-departmental structures.
Experience with HubSpot.
A background in the healthcare industry or deep knowledge of HIPAA compliance.

Vice President, Customer Success

Key skills