VP, Customer Success

Job Description

Want to be a part of a team revolutionizing and leading an entire industry with no real competition? The laundry industry is a $40+ billion dollar market, and the Cents platform is making it easier for laundromats, dry cleaners, and all garment care businesses to grow, manage, and understand their business. Backed by top-tier investors like Bessemer, Camber Creek, and Tiger Global, Cents is one of the fastest-growing vertical SaaS companies in the USA, and we're just getting started. Already profitable and growing incredibly quickly each year, we have entered the absolute best stage of being a startup. Cents is a New York-based technology company passionate about transforming the laundry industry and dedicated to enabling new ways of working, earning, and living. Cents is modernizing garment care businesses by providing an all-in-one, business-in-a-box platform to help operators start, manage, and grow their businesses. Our team is full of passionate technology experts obsessed with supporting and empowering SMBs. We feel the unique responsibility and opportunity we have to elevate an industry. We're adding great talent to help achieve this mission, and that's where you come in!

Customer Success at our company is working—and working well. Customers are onboarding successfully, relationships are strong, and retention is solid. But we are entering the next phase of growth where we need:

• Onboarding is measurable, scalable, and efficient
• Product readiness and activation are clearly defined
• Customer health is predictive, not reactive
• CSM time is spent where it creates the most value
• Customers are segmented intentionally, not accidentally
• Success is measured by Net Revenue Retention (NRR) across software and payments
• This role exists to institutionalize excellence , bring structure without slowing momentum, and build a Customer Success organization that scales with the company for the next decade.

You will define and operationalize what great looks like at every stage of the customer lifecycle.

This includes:

• Establishing clear definitions of product readiness, activation, and ongoing adoption
• Designing onboarding with measurable outcomes and clear exit criteria
• Ensuring onboarding outcomes set the foundation for long-term success
• Aligning Customer Success, Product, Sales, and Support around shared definitions of customer progress and end-to-end customer experience
• Clarifying ownership across teams—what CS handles, what Support handles, and where Product must improve
• Expand the scope of Customer Success to include broader Customer Experience, spanning Onboarding, Customer Success, and Support alignment
• Own Onboarding and Customer Success outcomes directly, with clear accountability for activation, adoption, and retention
• Maintain a dotted-line partnership with Support—not a direct management responsibility, but accountable for ensuring customers have the right channels, responsiveness, and resolution pathways
• Act as the quarterback of the end-to-end customer journey, ensuring a seamless experience from initial onboarding through ongoing engagement and support