Hello Heart

Vice President, Customer Success

Hello Heart

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $240,000 - $255,000 per year

Job Level

Lead

About the role

  • Own gross revenue retention of 95% or higher and drive ARR growth through renewals and expansion
  • Lead, coach, and develop a high-performing team of Customer Success leaders and Managers
  • Establish clear performance standards, accountability, and operating cadence across the organization
  • Translate segment strategy into actionable account plans in partnership with Strategy and Segment leadership
  • Drive disciplined execution across complex enterprise accounts, ensuring measurable client outcomes
  • Build scalable frameworks and playbooks to support new and evolving customer segments
  • Identify risks early and partner cross-functionally to mitigate churn and protect revenue
  • Architect and optimize lifecycle processes across onboarding, adoption, renewals, and expansion
  • Define, track, and operationalize client health metrics to drive proactive decision-making
  • Ensure consistent and rigorous use of Salesforce and related systems for visibility and scale
  • Partner with Sales, Marketing, Implementation, Strategy, Government Relations, and Enablement to align on customer strategy and execution
  • Support enablement initiatives to strengthen account management, operational rigor, and risk mitigation

Requirements

  • 12+ years of experience leading Customer Success, Account Management, or Sales organizations with ownership of $100M+ ARR and 95% or higher retention
  • Proven leadership experience managing leaders and building high-performing, accountable teams at scale
  • Experience managing enterprise clients with $1M or higher ARR and navigating complex stakeholder environments
  • Strong executive presence with the ability to influence cross-functional stakeholders and drive alignment
  • Demonstrated ability to build scalable processes, frameworks, and operating systems in high-growth environments
  • Experience working in or scaling teams within a high-growth or startup environment
  • Willingness to travel approximately 30%
Applicant Tracking System Keywords

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

Hard Skills & Tools
gross revenue retentionARR growthclient health metricslifecycle processesonboardingadoptionrenewalsexpansionperformance standardsoperating cadence
Soft Skills
leadershipcoachingteam developmentaccountabilityinfluencecross-functional collaborationdecision-makingrisk mitigationexecutive presencecommunication