Role Overview for VP, Customer Success with a SaaS Company – Austin, TX
JRG Partners is proud to partner with a hyper-growth, venture-backed SaaS leader based in the vibrant tech hub of Austin, TX. Our client is revolutionizing their industry with a cutting-edge platform that empowers businesses to achieve unprecedented efficiency and growth. As they enter their next phase of expansion, they are seeking a transformative, data-driven, and empathetic leader to join their executive team as the Vice President of Customer Success.
This is not merely a leadership role; it is a strategic imperative. The VP of Customer Success will be the ultimate advocate for the customer, owning the entire post-sales lifecycle and serving as the architect of an unparalleled customer experience. You will be responsible for building and scaling a world-class Customer Success organization that not only retains customers but transforms them into passionate evangelists for the brand. Your vision and execution will directly impact the company’s most critical metrics, including Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and overall customer lifetime value (CLV).
The ideal candidate is a seasoned executive with a proven track record of leading customer-facing teams in a high-growth B2B SaaS environment. You are a strategic thinker who can design and implement scalable processes, a mentor who can inspire and develop talent, and a commercial leader who understands how to drive revenue through customer value. You will be a key member of the senior leadership team, reporting directly to the Chief Operating Officer, and your influence will be felt across every department, from Product and Engineering to Sales and Marketing. If you are passionate about building durable customer relationships and are driven to create a customer-centric culture that becomes a key competitive differentiator, we invite you to apply for this career-defining opportunity.
Key Responsibilities of VP, Customer Success with a SaaS Company – Austin, TX
Strategic Vision and Execution
Develop and implement a comprehensive customer success strategy that aligns with the company’s revenue goals, focusing on maximizing customer lifetime value, reducing churn, and driving best-in-class Net Revenue Retention (NRR).
Team Leadership and Development
Recruit, train, mentor, and lead a high-performing, global Customer Success organization, including Customer Success Managers (CSMs), Implementation Specialists, and Support Engineers. Foster a culture of accountability, continuous improvement, and deep customer empathy.
Scalable Process Engineering
Design, implement, and refine scalable processes and playbooks for the entire customer journey, including onboarding, adoption, value realization, renewal, and expansion. Leverage technology to create efficiency and consistency.
Operational Excellence
Define and manage key performance indicators (KPIs) for the Customer Success team, such as churn rate, NRR, customer health scores, and Customer Satisfaction (CSAT/NPS). Implement and manage Customer Success platforms (e.g., Gainsight, ChurnZero) to track performance and provide actionable insights.
Executive-Level Customer Engagement
Serve as an executive sponsor for strategic accounts, building strong relationships with key customer stakeholders. Act as the final point of escalation for critical customer issues, ensuring timely and effective resolution.
Cross-Functional Collaboration
Partner closely with the Sales team to ensure seamless customer handoffs and identify expansion opportunities. Collaborate with the Product team to provide a strong feedback loop, channeling customer insights to inform the product roadmap. Work with Marketing to develop case studies, testimonials, and other customer advocacy programs.
Commercial Ownership
Take full ownership of the company’s renewal and expansion targets. Develop and execute strategies to mitigate churn risk and proactively identify upsell and cross-sell opportunities within the existing customer base.
Data-Driven Decision Making
Utilize data and analytics to understand customer behavior, identify trends, and predict outcomes. Build a sophisticated customer health scoring model to proactively manage risk and drive engagement.
Voice of the Customer
Champion the needs of the customer throughout the organization. Establish and manage customer advisory boards and other feedback mechanisms to ensure the company’s strategies are deeply aligned with customer needs and market trends.
Financial Management
Develop and manage the budget for the Customer Success department, ensuring efficient allocation of resources to achieve strategic objectives and maximize return on investment.
Requirements for the VP, Customer Success with a SaaS Company – Austin, TX
Proven SaaS Leadership
A minimum of 12-15 years of experience in customer-facing roles, with at least 7 years in a senior leadership capacity (Director, Senior Director, or VP) within a high-growth B2B SaaS organization.
Track Record of Scaling
Demonstrable experience building and scaling a Customer Success function from an early stage to a mature, global operation. Experience managing managers and a team of 30+ individuals is highly preferred.
Commercial Acumen
Deep experience owning and consistently exceeding targets for key SaaS metrics, including Gross and Net Revenue Retention. A strong understanding of SaaS business models and the financial drivers of a recurring revenue business.
Operational and Process Rigor
Expertise in designing and implementing scalable CS processes, workflows, and technology stacks. Hands-on experience with CRM (e.g., Salesforce) and Customer Success platforms (e.g., Gainsight, ChurnZero, Catalyst) is essential.
Data Fluency
A highly analytical and data-driven mindset. The ability to translate complex data into actionable strategies and to communicate insights effectively to an executive audience.
Exceptional Leadership Skills
A natural leader and mentor with a passion for developing talent. The ability to inspire and motivate a diverse team to achieve ambitious goals. A proven ability to foster a positive, collaborative, and customer-obsessed culture.
Strategic Thinker
The ability to think beyond day-to-day execution and contribute to the company’s overall strategic direction. A visionary who can anticipate future customer needs and industry trends.
Outstanding Communication Skills
World-class written, verbal, and presentation skills. The ability to articulate a clear and compelling vision and to communicate effectively with a wide range of stakeholders, from individual contributors to C-level executives and board members.
Customer Empathy
A deep-seated passion for understanding and solving customer problems. The ability to build trust and rapport with customers at all levels.
Education
Bachelor’s degree in Business, Technology, or a related field is required. An MBA or other advanced degree is a significant plus.
Benefits & Perks Offered
Our client believes in investing in their people and provides a comprehensive and competitive benefits package designed to support your professional and personal well-being. This includes:
Competitive Compensation
A highly competitive base salary, an aggressive performance-based bonus structure, and a meaningful equity package.
Comprehensive Health Coverage
Premium medical, dental, and vision insurance plans for you and your dependents with significant employer contributions.
Retirement Planning
A 401(k) plan with a generous company match to help you save for your future.
Generous Time Off
A flexible and generous Paid Time Off (PTO) policy, plus company-paid holidays, to ensure you have time to rest and recharge.
Parental Leave
Comprehensive paid parental leave for all new parents.
Professional Development
A dedicated annual budget for professional development, including conferences, certifications, and continuing education.
Work-Life Balance
A hybrid work model offering flexibility, combined with a modern office space in Austin designed for collaboration.
Office Perks
A fully stocked kitchen with snacks and beverages, regular team lunches, and company-sponsored social events and offsites.
Wellness Programs
A monthly wellness stipend that can be used for gym memberships, fitness classes, mental health apps, and more.
How to Apply
This is an exclusive, retained search being conducted by JRG Partners. We are seeking a truly exceptional leader to fill this critical role for our client. If you are a passionate Customer Success executive who thrives in a fast-paced, innovative environment and meets the qualifications outlined above, we encourage you to apply.
To be considered for this opportunity, please submit your resume along with a cover letter detailing your experience in scaling SaaS Customer Success organizations and your philosophy on building a customer-centric culture. For more information about our expertise in recruiting top-tier executives in this domain, we invite you to visit our Technology Practice Area page. We look forward to reviewing your application.
