VP, Customer Success

Are you a VP of Customer Success or Director of Onboarding who has established or rebuilt scalable onboarding and support operations in a high-growth SaaS environment? Are you a VP of Onboarding or VP of Customer Support or Client Success who is passionate about streamlining and creating efficiency, utilizing
AI or automation
? Have you led Onboarding & Customer Success or Support teams through a massive growth period? If you are a data-driven CS leader who enjoys walking the line between strategy and execution, looking for an opportunity to
build and implement scalable CS/onboarding best practices
for pharmacy clients, please read on

This high-growth tech startup has a rapidly growing presence in the pharmacy vertical and will be expanding to other retail healthcare businesses. With a strong ARR and 30%+ YoY growth rate, they need to level up their Customer Success & Onboarding orgs to keep up with sales. Since
CS is not revenue-generating, this role is all about operational excellence in onboarding and support
- streamlining and creating efficient processes (and using AI/automation when possible). Reporting to the CEO, the right VP of Customer Success will be empowered to overhaul the onboarding and support infrastructure, define data-driven CS strategies for their pharmacy clients, and build a performance culture ready to scale. If you're a
rising star
who's implemented scalable onboarding and is hungry to do it again, this may just be your next role

What You'll Be Doing:

Own/execute a Customer Success strategy that scales with growth

• First, observe and learn (processes and team), then build a strategic plan for CS that can keep up with sales demand
• Overhaul onboarding and support processes with best practices designed for scalability and efficiency, using AI & automation when possible
• Assess and elevate current CS & onboarding team performance
• Establish clear accountability frameworks across both functions
• Deliver consistent tiered support workflows and escalation paths
• Achievement Targets
  : Halve onboarding time, improve team proactivity, streamline performance, establish career growth paths

Build a data-driven CS culture:

• Identify the KPI's and metrics to be tracked to report effectively across onboarding and support, including retention, cost to onboard, CAC payback, etc
• Create data-driven decision-making processes, using data all the way through the workflows to identify bottlenecks and use past data to inform decisions
• Create comp structure aligned to efficient performance

Hands-on Approach:

• Cross-functional collaboration (Sales, Product, etc.) including capacity planning
• Design and implement scalable team structure, career paths, and learning plans
• Be an expert on
  CS best practices and stay ahead of industry trends
• Be willing to roll sleeves up, talk to customers - serve as escalation point for key customers while working with exec leadership to align on priorities
• Long-term: mature the CS org and systems to support growing ARR

You Will Need:

• Experience leading Customer Success, Onboarding, & Tech Support teams of 15-30 in B2B SaaS with
  SMB clients
• Have led a CS team during a period of high growth (from ~$5-10M to ~$25-35M)
• Have implemented customer onboarding tooling and reporting infrastructure, huge plus if you have established and implemented scalable processes and best-practices
• Experience using automation and AI to streamline CS and onboarding processes
• Be a hands-on leader who uses data-driven decision-making
• Familiar with and has improved relevant metrics: CAC payback, NRR, churn, onboarding time, time to value, NPS
• Location
  : be located in Houston, TX or
  able to relocate to Houston (relo fee provided)

These are a BIG PLUS:

• Familiarity with onboarding models involving some hardware/dev install
• Experience in retail healthcare (pharmacy, optometry, dental, etc), telecom also a plus
• Strong preference for someone that has led customer success, onboarding, and tech support

What You'll Get in Return:

• Competitive compensation package (base + 30% bonus)
• Relocation package if relo is needed
• Strong health benefits package
• Ability to build and scale a CS org in your vision, from the ground up
• High-impact leadership role with direct line to the CEO and executive team
• Team-first, faith-based values, culture that rewards servant leadership and operational excellence

If you're a VP of Customer Success, Director of Client Services, or Customer Experience leader ready to fix, build, and scale in a values-first tech company,
please apply today