VP, Customer Success

Sixfold is building an AI platform that transforms how insurers evaluate and price risk. The VP, Customer Success will lead and scale Sixfold’s post-sales organization, driving customer outcomes, retention, and expansion across a growing portfolio of enterprise insurance customers.

Responsibilities:

• Own customer retention and expansion across all accounts
• Build, lead, and scale a high-performing Customer Success organization, including CSMs, getting customers live and production support functions as appropriate
• This is a true player–coach role: you will lead and scale the Customer Success organization while remaining hands-on with key accounts, complex engagements, and strategic customer moments as needed
• Define and operationalize the customer lifecycle, including onboarding, adoption, health scoring, renewals, and expansion motions
• Partner closely with Sales on renewals and upsells, ensuring tight alignment across pre- and post-sales
• Serve as an executive sponsor for key strategic accounts, building trusted relationships with senior insurance leaders
• Translate customer goals into measurable outcomes tied to underwriting efficiency, loss performance, and submission quality
• Establish customer success metrics, forecasting, and reporting (e.g., NRR, churn, time-to-value, adoption)
• Act as the primary internal advocate for customers, providing structured feedback to Product and Engineering to inform roadmap priorities
• Develop scalable playbooks and processes that support enterprise deployments while maintaining a high-touch experience
• Represent Customer Success in executive planning and help shape Sixfold’s go-to-market strategy as we scale