Cents

VP, Customer Success

Cents

full-time

Posted on:

Location Type: Hybrid

Location: New York City • New York • United States

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Salary

💰 $230,000 - $250,000 per year

Job Level

Lead

About the role

  • Define and operationalize what great looks like at every stage of the customer lifecycle
  • 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
  • Clarifying ownership across teams—what CS handles, what Support handles, and where Product must improve
  • Design and implement a segmentation model that defines customer tiers based on revenue, complexity, payment volume, and strategic value
  • Build a customer health model that is objective, predictive, and actionable for CSMs
  • Align CS metrics and incentives around NRR

Requirements

  • 10+ years of experience
  • You’ve built or scaled Customer Success and onboarding organizations before
  • You’ve designed segmentation, health scoring, and NRR models from the ground up
  • You’re comfortable operating at both strategic and operational depth
  • You know the difference between activity and impact
  • You bring structure without bureaucracy
  • You respect what’s working—and know when it’s time to evolve it
  • Bonus if you have:
  • Led CS in a multi-product environment
  • Owned revenue-adjacent outcomes
  • Partnered closely with Sales, Product, and Finance
Benefits
  • Competitive salary
  • Equity
  • Unlimited PTO and paid holidays
  • Health benefits, including medical, dental, vision, mental health support, parental leave, life and AD&D insurance, and disability
  • 401(k)
  • Work-from-home and commuter stipends
  • Laundry reimbursements to support our customers' businesses
  • Comprehensive training, learning, and development programming
  • Access to hundreds of discounts and rewards from renowned vendors including deals on health & wellness, travel, dining, auto insurance, and so much more!
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer lifecycle managementproduct readinessonboarding designsegmentation model designcustomer health modelhealth scoringnet revenue retention (NRR) modelsdata analysismetrics alignment
Soft Skills
strategic thinkingoperational depthcross-team collaborationownership clarityadaptabilitystructure without bureaucracyimpact assessmentleadershipcommunication