VP of Customer Success

Summary

Join YouScience® as Vice President of Customer Success and lead the post-sale customer lifecycle strategy, focusing on retention, loyalty, product expansion, and delivering measurable value. Build and scale high-performing teams exceeding retention and engagement goals. Champion customer impact and outcomes, ensuring maximum value realization for every user. Inspire a culture of operational excellence through innovation, workflow simplification, and a metrics-driven mindset. Craft a 3-year CS roadmap aligned with company OKRs and the product roadmap. This executive position requires proven leadership in customer success, team building, and executive-level communication.

Requirements

• 10+ years progressive post‑sales leadership
• Proven ownership of NRR, churn, expansion, and forecasting in a customer success function
• Track record of building inclusive, high‑performing teams, coaching leaders, and developing internal enablement programs to up‑skill a CS team
• Expertise with modern CS tech stacks (ex: Salesforce, Gainsight/ChurnZero, BI tools, marketing automation)
• Launched and/or managed CS Ops or digital‑success functions
• Executive-level communication experience—presenting to boards, investors, and executives at external organizations (ex: district and state education officials, college officials, legislators, corporate executives)
• Proven ability to thrive in a dynamic, evolving environment—balancing team and customer dynamics while navigating company growth within evolving markets

Responsibilities

• Craft and socialize a 3‑year CS roadmap aligned to company OKRs and product roadmap
• Champion a “customer obsessed” culture, balancing data‑driven KPIs with hands‑on advocacy
• Drive strategy to achieve retention and NRR goals
• Build and refine scalable playbooks for onboarding, adoption, QBRs, renewal, and expansion
• Automate tasks and services using AI tools and best practices for Salesforce, UserPilot, BI dashboards, among other products
• Improve Customer Success Ops—owning health‑scoring, outreach cadence, forecasting, and AI‑enabled efficiency models
• Hire, mentor, and coach second‑line leaders; establish career ladders and succession plans—empowering good teams to become great teams
• Maintain a disciplined cadence of 1‑on‑1s to coach, unblock, and develop every team member
• Foster cross‑functional unity with Sales, Marketing, Product, and Support—especially for and with remote team members
• Own executive‑sponsorship of programs for high‑value districts, states, and enterprise customers and partners
• Partner with Sales to: Ensure smooth customer handoffs and expectation setting to deliver predictable product expansion and revenue growth. Develop referral procedures and programs to maximize customer engagement for rapid growth outward from user concentrations
• Surface qualitative and quantitative insights and usage trends to guide product roadmap priorities and GTM motions and positioning—ensuring YouScience stays ahead in the exploding education‑to‑career market
• Gain and maintain expert‑level product fluency to credibly influence the roadmap and engage with customers at all levels (front‑line users to executives) and team members across the company

Preferred Qualifications

• Experience with usage‑based or Product-Led Growth (PLG) revenue models
• Deep understanding of EdTech or education markets (funding cycles, district procurement, classroom realities). If you have limited education experience, provide clear, demonstrable evidence how your experience will translate to the EdTech market (particularly to K12)
• B2B SaaS scale‑up experience
• Familiarity with Career and Technical Education, college and career readiness, school counseling, student assessments, certifications, or workforce‑readiness programs or products, Workforce Tech (student-to‑employment, workforce development, employee recruiting, employment pipelines)

Benefits

• Base salary $120,000 – $150,000 (commensurate with experience) + bonus and commission; OTE $200,000 – $250,000+ (uncapped performance commission tied to Net Revenue Retention (NRR) growth); performance-based equity participation
• Strong preference for executives that thrive in a hybrid HQ model—valuing ability to maximize in-person collaboration, creativity, and speed. HQ is in beautiful American Fork, Utah (relocation assistance available). We are open to remote candidates for the right fit
• Comprehensive health benefits, generous PTO, paid volunteer days, and professional development opportunities