uConnect

Vice President, Customer Success

uConnect

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $160,000 - $180,000 per year

Job Level

Lead

About the role

  • Lead a high-performing team focused on delivering exceptional client experiences across the full customer lifecycle, from onboarding through renewal, expansion, and support.
  • Deliver measurable customer outcomes, driving net revenue retention and ensuring exceptional customer experiences at scale.
  • Define and execute the strategy that aligns customer goals with uConnect’s mission, enabling your team to deliver consistent, high-impact engagements across customer lifecycle.
  • Design and implement programs that drive product adoption, customer engagement, renewal execution and expansion opportunities, all while continuously improving internal processes and operational efficiency.
  • Work closely with cross-functional teams to champion the voice of the customer and ensure we have the systems, playbooks, tools and data in place to deliver consistent, repeatable success at scale.
  • Own and execute customer success strategy across onboarding, account management and customer support to maximize revenue retention and drive expansion and product adoption.
  • Define key performance indicators (NRR, upsells, renewal rate, CSAT, time to value) and implement repeatable playbooks to achieve them.
  • Build processes, write content, or jump in on key renewals when needed; role is both strategic and operational.
  • Partner closely with Sales, Product, and Marketing to align customer needs, expansion opportunities, budget priorities and value realization.
  • Act as voice of customer in roadmap discussions, renewal forecasting, and company planning.
  • Lead, mentor, and develop a high performing team made up of Onboarding Manager, CSMs, and Customer Support.
  • Be a player-coach, model expectations, give direct feedback, and jump in to support team execution when necessary.
  • Develop and manage team to performance standards that support scale and customer outcomes.
  • Model best-in-class objection handling and renewal conversations, support team directly on high-risk accounts while coaching confidence and ownership.
  • Own full lifecycle of customer support operations from triage to resolution, including ticketing, SLAs, escalation process, and day-to-day queue.
  • Implement tools and systems to improve team operations, efficiency, visibility and responsiveness.
  • Continuously improve internal workflows, engagement models, and self service resources to deliver great customer experience.

Requirements

  • Bachelor’s degree or equivalent experience in business, communications, marketing, or a related field.
  • 8+ years of experience leading and scaling high-performing Customer Success teams and driving retention strategies, including at least 3+ years in a senior or leadership capacity. Proven ability to lead/manage onboarding, CSM and support functions in rapidly changing SaaS environment
  • Player-coach leadership style with a track record of both strategic design and hands-on execution, including leading and managing escalations, renewal conversations and customer objection handling.
  • Experience building and scaling customer lifecycle strategics, segmentation models, and engagement framework that drives retention, product adoption and revenue growth.
  • Operational expertise implementing processes, tooling, and systems (e.g., Vitally, hubspot, Gong) to scale customer success, optimize support delivery and measure impact via KPIs.
  • Strong leadership presence and collaboration skills, proven ability to influence Product, Sales, and Marketing teams by championing the voice of the customer and aligning business outcomes.
  • Analytical mindset with ability to use data and feedback loops to measure/forecast risk, identify trends, and inform strategic direction.
  • Excellent communication, problem-solving and situational leadership skills with comfort navigating high-stakes conversations internally and externally.
  • Background in SaaS, higher education, or career services technology is a plus.