VP, Customer Success

About the role

This role is a strategic and leadership position, directly responsible leading Bonusly's holistic Customer Success vision and strategy. This leader will ensure customers consistently realize maximum value from Bonusly, driving industry-leading engagement, retention, and growth, thereby directly contributing to the company's financial health and market leadership. The north star is to cultivate an exceptional, scalable post-sale experience that transforms customers into loyal advocates and significant revenue drivers.

What you'll do....

This role holds full strategic and operational accountability for the entire post-sale customer experience, leading a team of  Customer Success Managers. The VP of Customer Success will be responsible for building and scaling a high-performance organization, building strong relationships and feedback loops across the organization, and ensuring the customer experience is a core competitive differentiator for Bonusly. This role works closely and strategically across the entire Go-To-Market (GTM) organization, including Sales, Marketing, Customer Programs & Enablement, and Product Development, to achieve a unified customer journey.

KPIs

This role is directly accountable for, and will significantly impact, the following key performance indicators:

Customer Value Realization & Growth:

• Time to Value (TTV)
• Logo, Gross & Net Revenue Retention (NRR)
• Customer Health Scores & Trends
• Expansion & Upsell Revenue from existing accounts

Operational Excellence & Organizational Health:

• Customer Success Team Productivity & Efficiency
• Forecast Accuracy for churn and expansion
• Employee Engagement & Retention within Customer Success organization

Company KPIs (Indirect Influence):

Annual Recurring Revenue (ARR) Growth

Gross Margins (through operational efficiency)

Market Share Growth (through advocacy and retention)

Day-to-Day Responsibilities Include:

• Strategic Customer Success Leadership: Define and lead the holistic Customer Success and Support strategy for Bonusly, aligning it with overall company objectives and market dynamics. Continuously innovate and optimize customer journey architecture across every phase of the customer lifecycle (onboarding, adoption, value realization, retention, expansion, advocacy).
• Organizational Leadership & Scaling: Lead, manage, recruit, hire, and develop the customer success team. Foster a culture of excellence, accountability, continuous learning, and customer-centricity that is designed to scale with Bonusly's growth.
• Value Realization & ROI Definition: Partner with SVP Growth and Product leadership to establish, drive, and demonstrate measurable customer Return on Investment (ROI) delivered through Bonusly's solutions, ensuring customers understand and articulate their value.
• Cross-Functional GTM Alignment: Serve as a key executive partner to Sales, Marketing, and Product Development to ensure a seamless and consistent customer journey from pre-sale through post-sale. Collaborate on go-to-market strategies, product feedback loops, and customer advocacy programs.
• Revenue Generation & Expansion: Strategically identify and capitalize on opportunities for customer growth, leading initiatives for upsell, cross-sell, and professional services. Partner with Sales leadership to establish and refine Rules of Engagement to maximize Bonusly's overall revenue growth from the existing customer base.
• Product-GTM Feedback Loop: Serve as the strategic "voice of the customer" to Product and Engineering teams, delivering timely, data-driven feedback and insights on customer needs, pain points, and opportunities to improve product experience, drive adoption, and enhance retention. Partner with Marketing and Sales to consolidate and position complete GTM product priorities to inform roadmap and investment decisions.
• Executive Relationship Management: Build and maintain strong, strategic relationships with key customer stakeholders, providing executive oversight for critical accounts and expertly navigating and resolving executive escalations.
• Operational Excellence: Champion a culture of continuous improvement, operational rigor, and predictable execution within the Customer Success organization, leveraging data and technology to optimize workflows and outcomes.
• Financial Management: Manage the Customer Success organization's budget, ensuring efficient resource allocation and cost management while maximizing customer value and team performance.
• Thought Leadership: Represent Bonusly's Customer Success and topical expertise externally at industry events, conferences, and through thought leadership initiatives.

You should apply if...

• 8+ years of progressive leadership experience in Customer Success, Account Management, or post-sales functions within a B2B SaaS environment.
• At least 3+ years in leadership roles (Director-level or above), with a proven track record of managing multi-level teams (managers of managers) and scaling organizations during periods of significant growth.
• Deep expertise in SaaS business models, customer lifecycle management, and best practices for driving retention, expansion, and advocacy. Strong preference for experience within the HR Tech, Employee Engagement, or Performance Management space, with a comprehensive understanding of relevant buyer personas and industry nuances.
• Proven expertise in strategic business planning, financial management (including budget ownership), forecasting, and developing data-driven KPIs that drive operational excellence and tangible business outcomes.
• Exceptional analytical and problem-solving skills, with a demonstrated ability to translate complex data into actionable strategies and compelling narratives for executive audiences.
• Demonstrated experience in developing and implementing various customer success models (e.g., high-touch, tech-touch, community-led, managed services) to optimize efficiency and impact.
• Strong understanding of sales methodologies and their strategic intersection with customer success motions to ensure seamless customer acquisition and growth.
• Adaptable, resilient, and resourceful, thriving in a dynamic, fast-paced startup environment and able to navigate ambiguity with grace and strategic foresight.

The pay range for this role is:

$175,000 - $225,000 USD per year + target variable opportunity

(Remote - United States)