Vice President, Customer Success

• →Lead and develop a multi-functional CS organization spanning implementation, customer success management, support, and enablement
• →Develop and mentor CS managers, building leadership depth and a culture of accountability and continuous growth
• →Contribute to company strategy as a member of the senior leadership team

• Own key customer health metrics (GRR, CSAT, Time-to-value) while serving as a critical driver of NRR by partnering closely with Sales on renewal and expansion motions
• Serve as an executive voice of the customer, synthesizing trends and feedback into actionable insights for leadership and the product roadmap

• Drive CS operations strategy: define and refine workflows, playbooks, tooling, and data infrastructure that allow the team to scale without proportional headcount growth
• Identify and implement opportunities to integrate AI and automation across the CS function — from onboarding and support to health scoring and customer communications
• Partner with Product and Marketing to ensure a seamless customer journey from pre-sale through renewal and expansion

• Identify and nurture customer advocacy opportunities, partnering with Marketing to amplify customer stories through case studies, references, and industry visibility
• Create feedback loops that surface customer insights to strengthen both product direction and brand reputation

• A builder who thrives in growth-stage environments and knows how to scale systems and processes ahead of demand
• Someone who sees ambiguity as an opportunity and brings structure, urgency, and focus to complex, cross-functional work

• A people-first leader who develops strong managers and creates environments where people do their best work
• Someone who builds performance cultures rooted in accountability, growth, and psychological safety

• A leader who understands that change is constant in a growth-stage company and knows how to bring teams along with clarity, confidence, and purpose
• Someone who can translate organizational evolution into opportunity — helping teams stay focused and motivated even as priorities and structures shift

• An AI enthusiast with a clear, informed point of view on how AI tools and automation can augment CS teams
• Someone who goes beyond curiosity - you've put ideas into practice and can articulate what "good" looks like in an AI-enabled CS org

• 15+ years in customer success or customer experience, with at least 5 years in a senior leadership role managing managers in a B2B SaaS environment
• Proven experience scaling CS organizations through periods of rapid customer and team growth at a growth-stage company
• A track record of building and leading high-performing, multi-functional post-sale teams that serve a global customer base including EMEA and APAC

• Deep expertise in CS operations - you've built or significantly improved the systems, processes, and tooling that make CS teams effective at scale
• Strong command of CS metrics and the analytical skills to use data to drive decisions and demonstrate business impact
• Experience with leading CS platforms (e.g. Gainsight, ChurnZero, Vitally), and comfort working across other tech tools including Salesforce, Gong, Zendesk, and Asana.

• A demonstrated point of view on AI in customer success - whether through tools you've implemented, experiments you've run, or a clear vision for where the function is headed
• Hands-on experience identifying and deploying AI or automation solutions within a CS or broader GTM context

• Exceptional communication skills; compelling in the boardroom, clear with your team, and credible with customers
• Proven ability to influence cross-functionally and build strong partnerships with Sales, Product, and executive leadership
• Experience representing the customer organization externally, whether in customer conversations, industry forums, or thought leadership

Bettercomp is transforming the way companies approach compensation, delivering modern, data-driven solutions that help organizations streamline pay practices, ensure fairness, and stay competitive. With a growing roster of enterprise clients, including many of the world’s largest companies, we’re redefining how compensation teams work.

As a fast-moving startup, we thrive on building what doesn’t yet exist—solving complex problems with creativity, agility, and a bias for action. At Bettercomp, you’ll be part of a forward-thinking team that values bold ideas, empowers you to take ownership, and provides the support needed to grow your career.

Our success is driven by exceptional people. We hire top talent and give them the autonomy and space to do their best work. Here, you’ll collaborate with some of the most innovative and driven minds in the industry, tackling compensation’s toughest challenges and shaping the future of HRTech.