Vice President, Customer Success

Summary

Join Ordergroove's dynamic team as the Vice President of Customer Success! This strategic leadership role involves building and managing a high-performing team focused on delivering exceptional customer outcomes. You will define and execute the vision and strategy for Customer Success Managers, ensuring our merchants experience exceptional value and satisfaction. The VP will collaborate closely with cross-functional teams to drive customer retention, expansion, and overall business growth. This data-driven role requires proven experience leading a Customer Success organization in a high-growth B2B or B2B2C SaaS company. Ordergroove offers a fully flexible work-from-anywhere culture with competitive compensation, benefits, and a personal development budget.

Requirements

• Proven experience leading a Customer Success organization at a high-growth B2B or B2B2C SaaS company (from $25M to $100M+ in revenue)
• Ecommerce experience with subscription-first companies (e.g., Barkbox, Dollar Shave Club), including familiarity with platforms like Shopify, Salesforce, Magento, or BigCommerce
• Expertise in customer operations, including setting KPIs, monitoring customer health, designing scalable processes, and driving high adoption
• Deep understanding of customer use cases and product capabilities, with the ability to diagnose customer needs and translate them into actionable solutions
• Strong understanding of market segmentation complexities, particularly with strategic mid-market and enterprise-level customers
• Proven track record of building and scaling high-performance, global customer success teams, with expertise in recruiting, retaining, mentoring, and guiding world-class teams

Responsibilities

• Build, lead, and inspire a high-performing Customer Success team focused on delivering exceptional customer outcomes
• Develop and implement training programs, career development initiatives, and performance management strategies to support continuous growth and high performance
• Foster a customer-centric culture across the organization, ensuring passion for customer advocacy at every level
• Own and manage the entire customer lifecycle from onboarding to renewal, ensuring customers receive maximum value from our solutions
• Implement scalable processes and best practices for managing customer health, ensuring continuous engagement and satisfaction with our products
• Spearhead efforts to reduce churn, drive renewals, and identify upsell and cross-sell opportunities
• Build strong, long-term relationships with key customer stakeholders, understanding their business objectives and roadblocks
• Act as a trusted advisor, helping customers optimize their use of our solutions to achieve their specific goals
• Collaborate with the executive team to address customer needs and resolve complex issues
• Partner with Sales and Marketing to ensure alignment on customer needs, messaging, and growth opportunities
• Work closely with Solutions teams to ensure customers' technical satisfaction
• Advocate for customer-driven features with Product and Engineering based on feedback and data
• Use data-driven insights to inform product roadmaps and enhance the customer experience
• Establish and track key performance indicators (KPIs) for customer success, including customer health scores, NPS, renewal rates, and customer satisfaction
• Leverage customer data and analytics to drive decision-making, identify trends, and optimize the customer journey
• Create and maintain reports and dashboards to communicate key customer success metrics to senior leadership

Benefits

• Fully flexible work from anywhere culture
• Flexible PTO
• Totally remote (anywhere in the US) workforce
• Annual personal development budget
• Competitive compensation (including stock options)
• Incredible, affordable benefits