VP of Customer Success
WorkwaveSalary not specified
Full Time
Expert & Leadership (9+ years)
Not SpecifiedCompensation
Expert & Leadership (9+ years)Experience Level
Full TimeJob Type
UnknownVisa
SaaS, Marketing Technology, Customer Relationship ManagementIndustries
Requirements
Candidates must have over 10 years of experience in customer success, technical support, or related customer-facing roles, with at least 5 years in senior leadership positions (Director/Senior Director/VP). Proven ability to lead global teams in a B2B SaaS company, ideally supporting both mid-market and enterprise customers, is required. Strong executive presence, experience scaling customer programs, proven success in managing strategic customer accounts, and a track record of building or evolving technical support functions are essential. Comfortability with AI and a collaborative leadership style are also necessary.
Responsibilities
The Senior Director will lead global Customer Success and Technical Support teams, setting vision, structure, and priorities. They will define and execute strategies for scaled digital engagement and high-touch executive partnerships, and partner with senior customer executives to strengthen relationships, influence adoption, and ensure retention. This role involves overseeing the evolution of technical support for responsiveness and efficiency, creating clear swimlanes across CS, TS, and Account Management, and hiring, coaching, and retaining high-performing leaders. The director will also partner with Product, Engineering, Sales, and Marketing to ensure a seamless customer experience and contribute to company-wide decisions.
Skills
Customer Success
Technical Support
Leadership
Strategy
Process Implementation
Customer Retention
Communication
AI
Team Management
Customer.io
Marketing automation for customer engagement
About Customer.io
Customer.io is a marketing automation platform that helps businesses engage with their customers throughout their lifecycle. It allows companies to segment their audience based on real-time events, enabling personalized messaging that enhances customer connections and engagement. Unlike many competitors, Customer.io offers A/B testing and professional support services to optimize marketing strategies. The goal is to empower businesses to send data-driven messages that improve customer engagement and drive revenue.
Portland, OregonHeadquarters
2012Year Founded
$9.6MTotal Funding
SEEDCompany Stage
Consulting, Consumer SoftwareIndustries
201-500Employees
Benefits
Unlimited Paid Time Off
Paid Parental Leave
Health Insurance
401(k) Company Match
Healthy Lifestyle Budget
Remote Work Options
Co-working Space Rental Reimbursement
Professional Development Budget
Home Office Stipend
Sabbatical Leave
Risks
Increased competition from other platforms integrating with Vision Pro.
Reliance on Twilio SMS could pose risks if service issues arise.
Emergence of comprehensive notification solutions like Knock challenges market position.
Differentiation
Customer.io offers real-time audience segmentation for personalized messaging.
The platform supports A/B testing for continuous campaign optimization.
Customer.io integrates with Vision Pro for VR marketing campaigns.
Upsides
Integration with Apple Vision Pro opens new VR marketing opportunities.
Partnership with Twilio enhances robust SMS messaging solutions.
Participation in CEE Startup Challenge expands market reach and innovation.
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