VP of Customer Success

Vice President of Customer Success

About uConnect

uConnect is a mission-driven organization dedicated to improving access to career services for everyone. Backed by leading technology investors, we are a remote-first company with a physical office in Cambridge, MA.

The Opportunity

We are seeking a passionate and experienced Vice President of Customer Success to lead our team in delivering exceptional client experiences and driving sustainable growth.

Responsibilities

• Lead and develop a high-performing Customer Success team, fostering a culture of collaboration and excellence.
• Define and execute a comprehensive customer success strategy, focusing on maximizing revenue retention, expanding customer relationships, and driving product adoption.
• Partner with cross-functional teams to champion the customer voice, ensuring their needs are met throughout the entire customer lifecycle.
• Oversee all aspects of customer support operations, including ticketing systems, SLAs, escalation processes, and daily queue management.
• Build and scale customer lifecycle strategies, segmentation models, and engagement frameworks to optimize customer success initiatives.

Qualifications

• 8+ years of proven experience leading and scaling high-performing Customer Success teams in a SaaS environment.
• Demonstrated success in managing onboarding, Customer Success Manager (CSM), and support functions within a rapidly evolving organization.
• Player-coach leadership style with a track record of strategic design and hands-on execution.
• Strong analytical and problem-solving skills with the ability to identify trends and implement data-driven solutions.

Compensation & Benefits

• Total target compensation: $160,000 - $180,000 per year (base + commission).
• Comprehensive benefits package including health, dental, vision insurance, 401(k) matching, and more.

Qualifications

Experience:

• Minimum 8 years of experience leading and scaling high-performing Customer Success teams within a SaaS environment.

Leadership & Management:

• Proven ability to lead and manage onboarding, Customer Success Manager (CSM), and support functions.
• Demonstrated player-coach leadership style with a track record of strategic design and hands-on execution.

Strategic & Analytical Skills:

• Experience building and scaling customer lifecycle strategies, including segmentation models and engagement frameworks.
• Strong analytical skills with the ability to interpret data and identify trends to drive customer success initiatives.

Communication & Collaboration:

• Excellent communication and interpersonal skills with the ability to effectively collaborate with cross-functional teams.
• Proven ability to champion the voice of the customer and advocate for their needs.

Customer Success Leadership

• Develop and execute a comprehensive customer success strategy focused on maximizing revenue retention, driving customer expansion, and fostering product adoption.
• Lead and mentor a high-performing team of customer success professionals, fostering a culture of collaboration, continuous improvement, and customer-centricity.
• Champion the voice of the customer across all organizational functions, ensuring their needs are understood and addressed throughout the customer lifecycle.
• Collaborate with cross-functional teams, including product, marketing, and sales, to align customer success initiatives with overall business objectives.

Operational Excellence

• Oversee all aspects of customer support operations, including ticketing systems, service level agreements (SLAs), escalation processes, and daily queue management.
• Analyze customer data and feedback to identify trends, areas for improvement, and opportunities to enhance the customer experience.
• Develop and implement processes and tools to streamline customer onboarding, support interactions, and overall customer journey.
• Continuously evaluate and optimize customer success programs and initiatives to ensure maximum impact and efficiency.

Candidates interested in the VP of Customer Success role at uConnect will first submit their resume and cover letter through the online portal. A review of applications will be conducted, focusing on relevant experience and skills outlined in the job description. Shortlisted candidates will be invited for a phone screening with a member of the uConnect team to discuss their qualifications and learn more about their experience leading customer success teams.

Successful candidates from the phone screening will then participate in a series of virtual interviews with key stakeholders, including members of the leadership team and potential team members. These interviews will delve deeper into the candidate's strategic thinking, leadership style, and experience in building and scaling customer success programs.

The final stage of the process will involve a presentation from the candidate outlining their vision for uConnect's customer success function. This will allow the team to assess the candidate's ability to translate their experience into actionable strategies that align with uConnect's mission and goals.

uConnect is a mission-driven organization dedicated to leveling the playing field in career services. We believe everyone deserves access to the tools and resources needed to achieve their professional goals, regardless of background or circumstance. Backed by leading technology investors, uConnect is a remote-first company with a physical office in Cambridge, MA. We are passionate about building innovative solutions that empower individuals and drive positive change in the world of work.