Strategic Customer Success Manager joining Sitemate to enhance customer onboarding and retention in the SaaS construction space. Collaborating across teams to drive product adoption and success.
About the role
- VP of Customer Success leading customer lifecycle and segmentation for a fast-growing SaaS company. Establishing a scalable model in the $40+ billion laundry market to enhance customer retention and success.
Responsibilities
- Define and operationalize what great looks like at every stage of the customer lifecycle
- Establishing clear definitions of product readiness, activation, and ongoing adoption
- Designing onboarding with measurable outcomes and clear exit criteria
- Ensuring onboarding outcomes set the foundation for long-term success
- Aligning Customer Success, Product, Sales, and Support around shared definitions of customer progress
- Clarifying ownership across teams—what CS handles, what Support handles, and where Product must improve
- Design and implement a segmentation model that defines customer tiers based on revenue, complexity, payment volume, and strategic value
- Build a customer health model that is objective, predictive, and actionable for CSMs
- Align CS metrics and incentives around NRR
Requirements
- 10+ years of experience
- You’ve built or scaled Customer Success and onboarding organizations before
- You’ve designed segmentation, health scoring, and NRR models from the ground up
- You’re comfortable operating at both strategic and operational depth
- You know the difference between activity and impact
- You bring structure without bureaucracy
- You respect what’s working—and know when it’s time to evolve it
- Bonus if you have:
- Led CS in a multi-product environment
- Owned revenue-adjacent outcomes
- Partnered closely with Sales, Product, and Finance
Benefits
- Competitive salary
- Equity
- Unlimited PTO and paid holidays
- Health benefits, including medical, dental, vision, mental health support, parental leave, life and AD&D insurance, and disability
- 401(k)
- Work-from-home and commuter stipends
- Laundry reimbursements to support our customers' businesses
- Comprehensive training, learning, and development programming
- Access to hundreds of discounts and rewards from renowned vendors including deals on health & wellness, travel, dining, auto insurance, and so much more!
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