Vice President of Customer

Summary

Join Donorbox, a fast-growing fundraising platform, as the Vice President of Customer. Lead Support, Support Engineering, and Account Management teams to deliver world-class support and drive revenue growth. Develop and execute a holistic customer strategy, integrating these teams for an exceptional customer experience. Mentor and grow a multi-functional team, setting clear performance metrics and fostering a culture of excellence. Oversee outstanding technical and non-technical support, collaborating with other teams to improve processes and reduce support volume. Own the post-sale revenue lifecycle, building strategies to retain and grow key accounts. Serve as the voice of the customer, championing their needs and influencing company-wide decisions. This is a fully remote role based in Canada or the United States, offering a competitive salary, equity, performance bonus, and comprehensive benefits.

Requirements

• Experience: 10+ years in customer-facing roles (Customer Success, Support, Account Management), with at least 5 years in a senior leadership capacity
• Experience in a SaaS, B2B, or technology environment is strongly preferred
• A proven track record of owning and driving revenue growth, retention, and expansion within a customer organization
• Demonstrated passion for customer experience excellence, with the ability to translate that philosophy into repeatable operational strategies and team culture
• Comfortable working closely with product and engineering teams, with a strong understanding of how to troubleshoot technical issues and guide customers through complex product environments
• Proficient in leveraging data, analytics, and KPIs to inform decisions, set targets, and measure success. Experience using customer engagement and support tools is a plus
• Exceptional team leadership, mentoring, and communication skills. Able to inspire trust, foster collaboration, and clearly communicate strategies and outcomes to internal and external stakeholders
• Adept at strategic thinking yet willing to dive into the details to ensure success on the ground

Responsibilities

• Develop and execute a holistic customer strategy that integrates support, support engineering, and account management into a cohesive, exceptional customer experience
• Align post-sales initiatives with broader company objectives, ensuring every touchpoint maximizes customer satisfaction, product adoption, retention, and revenue expansion
• Define and prioritize key metrics for success, including CSAT (Customer Satisfaction Score), NPS (Net Promoter Score), Net Revenue Retention, and Churn
• Lead, mentor, and grow a multi-functional team, including Support Specialists, Support Engineers, and Account Managers, fostering a culture of excellence, empathy, and continuous improvement
• Set clear performance metrics, KPIs, and goals, regularly reviewing team performance and implementing coaching or professional development plans as needed
• Oversee the delivery of outstanding technical and non-technical support, ensuring customers experience swift, accurate, and empathetic resolution of issues
• Collaborate closely with Product and Engineering teams to prioritize and escalate product feedback, drive technical improvements, and reduce overall support volume through proactive solutions and self-service tools
• Continuously refine processes, tooling, and support documentation to improve efficiency, scalability, and overall performance metrics
• Help support a strong support engineering team that diagnoses and solves isolated bugs and help manage the solution implementation process
• Own the post-sale revenue lifecycle, building strategies to retain and grow key accounts through consultative relationship management, value realization, and proactive opportunity identification
• Work with Sales, Marketing, and Product teams to develop targeted expansion strategies and engage customers with new features, upgrades, and professional services
• Track and analyze key revenue metrics (e.g., Net Revenue Retention, Expansion Revenue, Churn), ensuring the customer organization meets or exceeds quarterly and annual revenue targets
• Serve as the voice of the customer internally, championing their needs and ensuring that product roadmaps, go-to-market plans, and overall company strategy reflect a deep understanding of customer pain points and opportunities
• Analyze customer data and feedback to uncover trends, drive product enhancements, and inform the overall customer engagement strategy
• Partner closely with Product, Engineering, Sales, and Marketing leadership to align customer-facing initiatives and ensure a seamless pre-sales to post-sales handoff
• Act as a strategic advisor to the leadership team, influencing company-wide decisions with customer and revenue perspectives

Benefits

• Fully remote work from the comfort of your home
• Generous time off policy of 21 days (birthday included 🎉), 8+ designated/floating holidays (dependent on country/province), and 2 paid volunteer days
• Employer-sponsored health insurance plan through TriNet, including medical, dental, vision, and life
• Canada: Registered Retirement Savings Plan ( RRSP)
• US: 401(k) retirement plan via TriNet's partner, Empower, with an employer match of up to 4%
• Reimbursement package for home office expenses, up to $1.5k
• Eligibility for employee equity plan (stock options)
• Wellness program with fitness and mindfulness classes