Vice President, Customer Success
Construtora Triunfo
Head of Customer Success – Director
BlastPoint
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $160,000 - $180,000 per year
Job Level
Lead
About the role
- Design, implement, and own the entire BlastPoint Customer Success playbook, from onboarding and training to health scoring, EBRs, and renewal/expansion motions
- Build the entire post-sale customer journey from scratch, including processes, playbooks, team structure, and tooling
- Lead, develop, and grow the CS organization from a team of 3 to 10+ in the next 18 months while initially acting as a player-coach managing a book of strategic accounts
- Be the single, accountable owner of Net Revenue Retention (NRR), mitigating churn risk and partnering with Sales to drive expansion opportunities
- Coordinate with Product, Engineering, and Sales to remove roadblocks, influence roadmap, and ensure a seamless, high-value customer experience
- Systematically track and quantify business value using the "Win Book" system to build data-backed ROI cases that support renewals and expansions
- Serve as a strategic partner to founders and transition the function from tactical execution to strategic oversight over a two-year horizon
Requirements
- 10+ years in Customer Success, Account Management, or related customer-facing roles
- At least 5 years in a leadership position
- Proven experience building and scaling Customer Success in a high-growth, B2B Series A-B startup environment, ideally taking a company from early stage through $20M+ ARR
- Direct leadership of teams of 10+ across customer success, onboarding, or account management
- Proven ownership of Net Revenue Retention (NRR), with results above 110% or equivalent top-quartile benchmarks
- Strong financial acumen, with experience developing and defending ROI/TCO models used in executive-level renewal and expansion conversations
- History of managing complex enterprise accounts ($500K+ ARR) and leading strategic conversations with C-level stakeholders
- Industry experience in or adjacent to regulated markets (utilities, financial services, energy) is strongly preferred
- Must be able to legally work and also reside in the U.S.
