Vice President, Customer Success

The Company is seeking a VP, Customer Success to take on the executive ownership of its entire post-sale organization. This includes customer support, onboarding, customer success, account management, and payment operations. The successful candidate will be responsible for defining and owning the company-wide customer success strategy, auditing the current state of all functions, and leading the strategy to support the company's next phase of growth. This role demands a leader with a proven track record in building and scaling these functions, particularly in a B2B2C model, and who can tie every decision back to retention and revenue. The VP will also be tasked with setting the direction across the various functions, developing a team of managers, and ensuring a strong cross-functional partnership with product, engineering, marketing, finance, and sales. Candidates for the VP, Customer Success role at the company should have a minimum of 12 years' experience in post-sale leadership, with at least 5 years in a senior leadership position. The role requires a candidate who has owned a multi-function customer organization at the VP level and has experience in both operational and commercial customer success. The ideal candidate will have a background in high-volume support, with the operational discipline and experience necessary to scale effectively. Experience in a regulated, high-growth environment, and a strong preference for those who have worked in FinTech, payments, earned wage access, or HRTech. The role also demands a leader who is a strong cross-functional partner, has made resource and prioritization decisions tied to revenue outcomes, and has a proven ability to coach and develop a team of managers.