{"@context":"https://schema.org","@type":"JobPosting","title":"VP - Customer Success","description":"

Vice President of Customer Success

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Austin, TX preferred | U.S. and Canada considered | Full-time

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Our client is a founder-led B2B software company serving customers with complex operational workflows. As the business grows and takes on larger enterprise implementations, it needs a leader who can make delivery more predictable, protect retention and scale Support without adding headcount at the same rate.

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As Vice President of Customer Success, you’ll report to the CEO and serve on the senior leadership team. You’ll lead onboarding and implementation, Customer Success, and customer enablement and Support. You’ll own the customer experience from signed contract through go-live, adoption and retention. Sales owns expansion and cross-sell.

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What You’ll Do

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Lead complex enterprise implementations through go-live. Set delivery commitments, manage escalations and establish clear handoffs from Sales to implementation and from implementation to Customer Success.
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Own gross revenue retention, logo and revenue churn, CSAT and NPS. Set targets and report performance to the leadership team and board.
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Build a consistent approach to customer health, adoption and executive business reviews. Use product usage, Support data and customer feedback to identify risk early and demonstrate value.
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Scale Support and enablement through practical use of AI, automation and self-service. Measure the impact on service quality, capacity and cost to serve.
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Hire and develop managers, clarify team responsibilities and partner with Product and Engineering to resolve recurring delivery and service issues.
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Build relationships with key customer executives and step in when a delivery or service commitment is at risk.
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Required Qualifications

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Senior leadership experience in Customer Success, implementation or Professional Services at a high-growth B2B software or technology-enabled services company.
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Direct accountability for retention, with measurable improvements in gross revenue retention, churn or customer satisfaction.
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Experience delivering complex enterprise implementations while maintaining service quality across a broader customer base.
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A record of building teams and operating processes, developing managers and working directly with customer executives.
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Practical experience using AI or automation to improve customer operations, delivery or Support.
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Based in the United States or Canada and able to spend meaningful time in person with the leadership team and customers.
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Preferred Qualifications

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Recent experience leading through more than 40% year-over-year company growth, with specific examples of what you built during that period.
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Experience delivering enterprise implementations on multimillion-dollar contracts.
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Background in solutions engineering, forward-deployed engineering, technical services or software for complex distribution environments.
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Based in the Austin area or willing to relocate. Relocation support is available for the right candidate.
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The compensation package includes executive base salary, an annual performance bonus tied to retention and customer satisfaction, and long-term equity participation.

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recruitAbility is conducting this search confidentially. Apply through this posting to express interest.

","datePosted":"2026-11-03","hiringOrganization":{"@type":"Organization","name":"recruitAbility"},"validThrough":"2026-12-03","jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Austin, TX","streetAddress":"201 W. 5th Street, 16th Floor, Austin, TX 78701, US","addressRegion":"Texas","postalCode":"78701","addressCountry":"United States"}},"employmentType":"FULL_TIME","identifier":{"@type":"PropertyValue","name":"recruitAbility","value":"17914945131320128023gqu"},"directApply":true}