Topline Pro

1 month ago

VP of Customer Success

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 22 hours agoStatus: Live

Job Summary

Own the full post-sale customer journey—driving retention, expansion, and the end-to-end experience from activation through renewal. Lead and scale a multi-sub-function CX org across Customer Support, Customer Success, and Expansions, and partner closely with Sales, Product, Marketing, RevOps, and Engineering. Set multi-year CX strategy, build proactive churn/renewal and expansion motions, and integrate AI into tooling, reporting, and day-to-day execution.

Location: United States

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Sr. Director level

Key Responsibilities

•Own NRR as a company KPI: forecast, explain, defend, and present it to the board quarterly while driving related levers like gross revenue retention, expansion-sourced ARR, and activation/time-to-value.
•Build and lead the CX organization: hire, develop, and retain leaders across Customer Support, Customer Success, and Expansions.
•Define the customer operating model, including segmentation, service tiers, and high-touch vs. tech-touch service delivery.
•Build proactive retention and expansion motions using churn prediction, renewal motions, expansion motions, and win-backs to reduce reactivity.
•Partner with RevOps to revamp CX tooling and reporting, integrate AI deeply into the CX motion, and represent the voice of customers in product roadmap, pricing, and strategy decisions.

Pay and Benefits

Equity and Bonus:Equity

Perks:Health InsuranceDentalVision401kPaid LeaveWellness Stipend

Key Requirements

•Proven VP-level ownership of CX outcomes in a high-velocity SMB SaaS environment, accountable for retention/expansion metrics like NRR and company KPIs.
•Experience scaling multi-sub-function leadership across Support and Customer Success through managers.
•Systems and metrics fluency across activation definitions, retention cohorts, expansion attribution, and CX data modeling.
•Demonstrated expansion ownership, including driving expansion-sourced ARR.
•Experience building/modernizing CX tooling and integrating AI agents into a CX motion (triage, summarization, deflection, and CSM productivity).

Experience:SMB SaaSSaaSAICustomer successRetention and expansion

Skills:LeadershipStrategic thinkingData-driven decision-makingCustomer-first mindsetCross-functional collaboration

Tech Stack:AIAI agentsChurn predictionNRRCSPTicketingDialersCX BIHealth scoringGTMDashboardsSummarization

Company Brief

Topline Pro

Topline Pro provides business consulting and professional services focused on helping small and mid-sized companies improve operations, sales, and financial performance through tailored advisory, training, and implementation support.

Industry: Consulting

Website

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Topline Pro

1 month ago

VP of Customer Success

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 22 hours agoStatus: Live

Job Summary

Location: United States

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Sr. Director level

Key Responsibilities

•Own NRR as a company KPI: forecast, explain, defend, and present it to the board quarterly while driving related levers like gross revenue retention, expansion-sourced ARR, and activation/time-to-value.
•Build and lead the CX organization: hire, develop, and retain leaders across Customer Support, Customer Success, and Expansions.
•Define the customer operating model, including segmentation, service tiers, and high-touch vs. tech-touch service delivery.
•Build proactive retention and expansion motions using churn prediction, renewal motions, expansion motions, and win-backs to reduce reactivity.
•Partner with RevOps to revamp CX tooling and reporting, integrate AI deeply into the CX motion, and represent the voice of customers in product roadmap, pricing, and strategy decisions.

Pay and Benefits

Equity and Bonus:Equity

Perks:Health InsuranceDentalVision401kPaid LeaveWellness Stipend

Key Requirements

•Proven VP-level ownership of CX outcomes in a high-velocity SMB SaaS environment, accountable for retention/expansion metrics like NRR and company KPIs.
•Experience scaling multi-sub-function leadership across Support and Customer Success through managers.
•Systems and metrics fluency across activation definitions, retention cohorts, expansion attribution, and CX data modeling.
•Demonstrated expansion ownership, including driving expansion-sourced ARR.
•Experience building/modernizing CX tooling and integrating AI agents into a CX motion (triage, summarization, deflection, and CSM productivity).

Experience:SMB SaaSSaaSAICustomer successRetention and expansion

Skills:LeadershipStrategic thinkingData-driven decision-makingCustomer-first mindsetCross-functional collaboration

Tech Stack:AIAI agentsChurn predictionNRRCSPTicketingDialersCX BIHealth scoringGTMDashboardsSummarization

Company Brief

Topline Pro

Industry: Consulting

Website