Vice President of Customers

The Company is seeking a VP of Customers to lead the evolution of its customer organization. The successful candidate will be responsible for the post-sale customer journey, with a focus on Customer Success, Support, Services, renewals, expansion, and strategic account development. This role is pivotal in helping customers realize increasing value while driving stronger retention, expansion, and long-term growth. The VP of Customers will be a hands-on leader, close to customers, the team, and the data, and will be tasked with improving net revenue retention, building a customer operating system, and developing the right segmentation and coverage model for the evolving customer base. Success in this role will be measured by the ability to improve customer value realization, adoption, and expansion, as well as the development of a high-performing customer organization. The ideal candidate for the VP of Customers position at the company will have a proven track record in B2B SaaS customer leadership, with experience in building and evolving customer organizations. Key qualifications include a history of improving retention, expansion, adoption, and customer outcomes, as well as experience in designing customer segmentation, coverage models, and processes. The role requires strong commercial instincts, a command of SaaS customer economics, and the ability to lead a customer team with a hands-on, analytical, and cross-functional approach. Practical AI fluency and a curiosity about how AI can enhance customer outcomes are also important. While not mandatory, experience in serving mission-driven organizations such as nonprofits, public sector, education, or healthcare is a plus.