Eleven Eleven

VP of Customer Success

Eleven Eleven

full-time

Posted on:

Location Type: Remote

Location: New York • United States

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Lead

About the role

  • Build trusted relationships with service providers and brands, elevating Eleven’s reputation in the market; drive the company toward an NPS of 50+.
  • Cultivate a strong customer success culture and continuously improve customer satisfaction and retention.
  • Actively participate on Eleven’s management team in support of broader strategic issues.
  • Provide management with feedback and recommendations to streamline company processes, procedures, and solutions.
  • Represent Eleven at trade shows, expositions, and conferences as needed.
  • Conduct visits to current and prospective clients; create VP/C-level relationships and develop plans for account expansion.
  • Maintain close contact with clients to ensure proper resolution of issues and drive long-term loyalty.
  • Represent Eleven solutions and deliver presentations to current and prospective clients.
  • Manage SLA agreements and reporting with brands.
  • Be available for escalations.
  • Manage and develop a team of Customer Success professionals delivering best-in-class support and ensuring customer outcomes.
  • Grow and oversee the Solutions Engineering / Professional Services function.
  • Contribute to process and quality improvement initiatives through cross-functional teams.
  • Support the growth and development of technology and platform partnerships.
  • Grow existing partnerships with a focus on scalability (integrators, hardware vendors, brands).
  • Develop strategies and business plans with partners and execute against objectives and milestones.
  • Collaborate with Sales, Marketing, and Product on partner go-to-market plans.
  • Support partner deal processes through relationship management, cross-functional collaboration, and analysis.
  • Oversee pre- and post-sale technical assistance, including software testing, lab setup, technical validation, etc.
  • Prepare SOWs for custom development work and manage project billing.
  • Support client education regarding company solutions, pricing, production processes, and customer service.
  • In coordination with the VP of Engineering, lead efforts to ensure compliance with regulations such as GDPR.
  • Participate in internal process improvements to elevate operational performance.

Requirements

  • 10+ years of progressively senior leadership experience in Customer Success, Support, Services, or Post-Sales functions within B2B SaaS, ideally in a product-led or platform environment.
  • Proven ownership of customer retention metrics (GRR/NRR), churn reduction, customer health scoring, and long-term account success.
  • 5+ years leading managers and multi-disciplinary teams (Customer Success, Support, Professional Services, or Solutions Engineering).
  • Experience operating in industries with complex technical ecosystems (e.g., hospitality, multifamily, networking, connectivity, or building technologies); hospitality/WiFi experience is a plus, not required.
  • Demonstrated success building scalable CS processes, playbooks, and customer lifecycle frameworks.
  • Experience collaborating with Sales, Product, and Engineering to drive customer outcomes and influence roadmap priorities.
  • Expertise developing executive-level customer relationships and leading QBRs.
  • Background supporting or partnering with channel partners, integrators, or technology ecosystem partners preferred.
  • Strong analytical and operational mindset; experienced with CS tooling, KPI dashboards, forecasting, and operational rigor expected in a PE-backed environment.
  • Bachelor’s degree required; technical degree preferred but not mandatory.
  • Excellent executive communication and negotiation skills; capable of engaging C-suite stakeholders internally and externally.
  • Willingness to travel up to 40–50% as needed.
Benefits
  • Medical +HSA, Dental, and Vision coverage
  • Life, Disability and EAP with Guardian
  • 401(k) plan with company match
  • Remote First Workplace
  • Balanced Time Off (Unlimited)
  • Sabbatical
  • 11 Paid Holidays
  • Tuition Assistance

Applicant Tracking System Keywords

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

Hard skills
customer retention metricsGRRNRRchurn reductioncustomer health scoringscalable CS processescustomer lifecycle frameworksSOW preparationtechnical validationproject billing
Soft skills
relationship managementexecutive communicationnegotiation skillsanalytical mindsetoperational mindsetteam leadershipcross-functional collaborationcustomer success culturestrategic thinkingproblem-solving
Certifications
Bachelor's degreetechnical degree (preferred)