Role Overview for VP, Customer Success with a SaaS Platform – Seattle, WA
JRG Partners is proud to partner with a premier, high-growth B2B SaaS platform in Seattle, WA, in their search for a visionary and results-driven Vice President of Customer Success. Our client is a category-defining leader, providing an innovative software solution that empowers Fortune 500 companies to transform their operations and achieve unprecedented efficiency. As they enter a new phase of accelerated growth and market expansion, they are seeking an executive leader to build and scale a world-class customer success organization.
As the VP of Customer Success, you will be a pivotal member of the executive leadership team, reporting directly to the Chief Revenue Officer (CRO). You will be entrusted with the critical mission of ensuring our clients achieve maximum, demonstrable value from the platform. This is a strategic role that goes far beyond traditional account management; you will be the chief architect of the entire post-sale customer journey, from seamless onboarding and deep product adoption to proactive relationship management, successful renewals, and strategic expansion.
Your leadership will directly impact the company’s most important financial metrics, including customer retention, lifetime value, and net revenue retention. You will be the ultimate advocate for our customers, championing their needs across the organization and fostering a company-wide culture of customer-centricity. This is a unique opportunity to shape the future of customer engagement at a rapidly scaling company and build a legacy of customer loyalty and success.
Key Responsibilities of VP, Customer Success with a SaaS Platform – Seattle, WA
The VP of Customer Success will own the strategy, execution, and outcomes of the entire post-sales customer experience. Your responsibilities will be broad and impactful, requiring a blend of strategic vision, operational excellence, and inspirational leadership.
Strategic Leadership & Vision
Develop, articulate, and execute a comprehensive customer success strategy that aligns with overarching company goals. You will define the mission, charter, and operational framework for the Customer Success organization, ensuring it is positioned to support significant scale. This includes creating sophisticated customer segmentation models and defining tailored engagement strategies for each segment, from high-touch enterprise accounts to tech-touch SMBs.
Team Building & Inspirational Management
Recruit, hire, mentor, and lead a world-class team of Customer Success Managers (CSMs), Implementation Specialists, and Support Professionals. You will foster a culture of high performance, collaboration, accountability, and continuous professional development. This involves establishing clear career paths, performance metrics, and coaching frameworks to ensure your team is motivated, effective, and growing in their careers.
Customer Lifecycle Mastery
Architect and optimize the end-to-end customer journey to create a seamless and value-driven experience. You will standardize and scale critical processes including customer onboarding, product training, ongoing adoption programs, proactive health monitoring, risk mitigation, contract renewals, and identifying upsell/cross-sell opportunities in partnership with the Sales team.
Performance Metrics & Data-Driven Operations
Define, track, and relentlessly improve the key performance indicators (KPIs) that measure the health of our customer base and the effectiveness of your team. You will be responsible for mastering key SaaS metrics like Net Revenue Retention (NRR), Gross Revenue Retention (GRR), logo churn, customer health scores, and Net Promoter Score (NPS). You will implement a robust reporting and analytics framework to provide actionable insights to the executive team and the board.
Scalable Processes & Technology Stack
Implement and refine scalable processes, playbooks, and systems to support a rapidly expanding customer base. You will own the Customer Success technology stack, leveraging platforms such as Gainsight, Catalyst, or ChurnZero to automate workflows, gain deeper customer insights, and improve overall operational efficiency.
Deep Cross-Functional Collaboration
Act as a key strategic partner to leaders in Sales, Product, Marketing, and Engineering. You will create a powerful feedback loop, channeling customer insights to the Product team to influence the product roadmap and ensure our solutions continue to meet evolving market needs. You will collaborate closely with Sales to ensure smooth customer handoffs and to strategize on expansion and renewal opportunities.
Executive Business Reviews (EBRs)
Establish and lead a programmatic approach to conducting strategic EBRs with key enterprise customers. These sessions will be designed to reinforce the value delivered, ensure alignment on business objectives, strengthen executive relationships, and proactively identify opportunities for deeper partnership and growth.
Customer Advocacy & Community
Be the ultimate voice of the customer within the organization, ensuring their perspective is at the forefront of every business decision. You will develop and launch powerful customer advocacy and reference programs to support marketing and sales initiatives, turning our most successful customers into our most effective evangelists.
Financial & Resource Management
Own and manage the budget for the entire Customer Success department, including headcount planning, technology investments, and program expenses. You will ensure the efficient and effective allocation of resources to achieve departmental goals and maximize return on investment.
Requirements for the VP, Customer Success with a SaaS Platform – Seattle, WA
We are seeking an experienced and empathetic leader with a proven history of building and scaling successful customer success functions in a fast-paced B2B SaaS environment.
Extensive SaaS Experience
A minimum of 12+ years of progressive experience in post-sales roles (e.g., Customer Success, Account Management, Professional Services) within a high-growth B2B SaaS company.
Proven Leadership
At least 7+ years in a senior leadership capacity (Director, Sr. Director, or VP level), with direct experience managing and scaling teams of 20+ individuals. You have a demonstrable track record of hiring, developing, and retaining top talent.
Metric-Driven Success
A history of owning and significantly improving key customer metrics. You must be able to speak in detail about your past successes in increasing Net Revenue Retention, reducing churn, and improving customer satisfaction (NPS/CSAT).
Strategic & Operational Acumen
The ability to operate at both a strategic 30,000-foot level and a tactical, in-the-weeds level. You can build a multi-year vision while also designing and implementing the specific playbooks, processes, and systems needed to execute it.
Data-Driven Decision Maker
Exceptional analytical skills and a deep comfort with data. You are proficient with CRM systems (Salesforce), Customer Success platforms (Gainsight or similar), and BI tools, and you use data to inform every aspect of your strategy.
Inspirational Leader & Mentor
You are a natural leader with high emotional intelligence. You have a passion for coaching and developing your team members and are known for creating an inclusive, positive, and high-performing team culture.
Executive Presence & Communication
Outstanding communication and presentation skills. You can confidently and persuasively articulate value, strategy, and results to a wide range of audiences, from C-level executives at customer accounts to internal stakeholders and board members.
Education
A Bachelor’s degree in Business, Marketing, Computer Science, or a related field is required. An MBA or other relevant advanced degree is a significant plus.
Location
This role is based in Seattle, WA, and requires the ability to work in a hybrid model from our downtown Seattle office.
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.
Exceptional Compensation
A highly competitive base salary, a significant performance-based annual bonus, and a meaningful equity package in a rapidly growing company.
Comprehensive Health & Wellness
Premier medical, dental, and vision insurance plans for you and your dependents with low employee contributions. Access to mental health resources and wellness programs.
Plan for the Future
A robust 401(k) retirement plan with a generous company match to help you achieve your long-term financial goals.
Generous Time Off
A flexible and generous Paid Time Off (PTO) policy, in addition to company-paid holidays, encouraging you to rest and recharge.
Continuous Learning & Development
A substantial annual budget for professional development, including industry conferences, leadership training, certifications, and continued education.
Family Support
Comprehensive and generous paid parental leave for all new parents to support you and your growing family.
Office & Commuter Perks
A modern, collaborative office space in a prime Seattle location, fully stocked with healthy snacks, beverages, and regular catered lunches. Commuter benefits to make your journey to the office easier.
How to Apply
JRG Partners is the exclusive recruitment partner for this executive search. If you are a visionary customer success leader with a passion for building great teams and driving customer value in the SaaS space, we want to hear from you. This is a rare opportunity to join a market leader at a pivotal moment in their growth journey and make a lasting impact on their success. Learn more about our executive search expertise in this sector by visiting our SaaS & Enterprise Software Executive Search practice page. To apply, please submit your resume and a cover letter detailing your relevant experience and why you are the ideal candidate for this role. We look forward to reviewing your application.
