Vice President of Customer Success

About VU Custom

VU Custom (www.vucustom.com) enables premium brands to offer custom and personalized products to their customers — integrated seamlessly with eCommerce platforms and backend systems. Our clients include Vera Bradley, BruMate, Taylormade Golf, Chaco Sandals, Bauer Hockey, and more. VU OS — our modern operating system for custom product programs — simplifies the complexity of customization, from visualization to administration through production, fulfillment, and order management.

The Role

We are seeking a Vice President of Customer Success to lead the Customer Success function during a pivotal stage of our company’s growth. The VP will define and execute a comprehensive customer success strategy that drives retention, expansion, and satisfaction across a rapidly growing client base. This is a highly hands-on role: the VP of Customer Success will set vision and direction while personally managing key accounts, developing scalable processes, and building a high-performing team.

The ideal candidate combines strategic thinking with operational excellence and thrives in a fast-paced, high-growth SaaS environment. They bring a disciplined, data-informed approach to customer engagement, ensuring that every client receives measurable value from our products and services. This role requires an empathetic leader capable of building long-term customer relationships while maintaining accountability for reliable and predictable product delivery, customer satisfaction, growth, and overall customer health.

Key Responsibilities

Strategic Leadership

• Define and execute the VU Custom Customer Success vision, ensuring alignment with company goals for retention, expansion, and customer value realization.
• Partner closely with the CEO, Product, Engineering, Account Management, Sales, and Operations leaders to ensure customer success strategy is tightly integrated with product direction, onboarding, and go-to-market strategies.
• Establish clear metrics and KPIs for customer health, retention, and revenue expansion; report regularly to executive leadership and board stakeholders.
• Champion a customer-centric culture throughout VU Custom, ensuring that insights from customers inform strategy, product priorities, and company direction.
• Contribute to annual planning, forecasting, and budgeting for the Customer Success organization.

Customer Experience & Growth

• Oversee all aspects of the pre and post-sale VU Custom customer journey—from onboarding and adoption to renewal and advocacy—ensuring an exceptional experience at every stage.
• Build scalable processes and playbooks for onboarding, support, quarterly business reviews, and renewals that balance personalization with efficiency.
• Partner with Product and Engineering to translate qualitative customer feedback into actionable insights that drive continuous improvement.
• Work closely with Sales to identify and execute expansion opportunities within existing accounts.
• Develop executive relationships with key enterprise customers, acting as a trusted advisor to drive strategic value and partnership.

Product-Led Growth, Retention & MRR Acceleration

• Partner with the VP of Product to advance a product-led SaaS growth model where customer needs, usability, and value realization directly drive adoption, retention, and MRR expansion.
• Lead Customer Success’ contribution to product-led growth by collaborating with Product and Engineering to reduce friction in setup, onboarding, usage, administration, and ongoing program delivery.
• Define and execute a time-to-value strategy across pre-sale scoping, onboarding, implementation, and expansion, including clear benchmarks that accelerate activation, adoption, and revenue realization.
• Champion a north-star vision of democratized product usage through scalable self-service capabilities for customers and partners, including: Program setup and administration; Training and onboarding; Documentation and knowledge management; Sales and partner enablement; and Pre-sale scoping and implementation readiness
• Ensure Customer Success shapes these self-service experiences to improve consistency, reduce reliance on services, and enable predictable, scalable MRR growth.
• Convert customer usage data, adoption patterns, and satisfaction metrics into actionable insights that inform product roadmap decisions, packaging, and GTM strategy.
• Align Customer Success programs to continuously improve Net Revenue Retention (NRR) through faster adoption, broader feature utilization, and scalable expansion motions.

Team Development & Operational Excellence

• Build, lead, and mentor a high-performing Customer Success team, setting clear performance expectations and fostering a culture of accountability and collaboration.
• Implement and optimize tools, systems, and processes to enable the team to manage accounts effectively and at scale.
• Ensure proactive management of churn risk through data analysis, customer segmentation, and early intervention strategies.
• Collaborate cross-functionally to streamline internal communication, ensuring visibility into customer needs and outcomes across departments.

Qualifications

• 10+ years of experience in Customer Success or Client Services roles, including at least 3+ years in an executive or senior leadership position.
• Bachelor's Degree in Business, Information Systems or related field (Robust experience may be substituted for a degree).
• Proven success leading Customer Success in a B2B or B2B2C SaaS environment, ideally during a period of rapid growth or transformation.
• Demonstrated ability to design and scale customer success strategies, processes, and metrics in a fast-moving organization.
• Strong track record of improving retention, expansion, and net revenue retention through data-driven customer engagement programs.
• Exceptional communicator with the ability to influence executives internally and externally.
• Experience leading distributed or remote teams, and proficiency with and strategies for best in breed CS & project management tools. Currently using Jira, HubSpot, Zoho, and Confluence.
• Deep empathy for customers coupled with commercial acumen and a metrics-driven approach to leadership.
• Hands-on, operational mindset with the willingness to engage directly in customer relationships while building scalable infrastructure for growth.
• Familiarity with SaaS best practices, lifecycle management, and customer health frameworks such as NPS, CSAT, or EBRs.
• Work experience in the consumer product eCommerce software domain preferred.

Location: Fully remote position within the United States, with occasional travel to client sites and executive planning sessions required. Candidates able to work Eastern Time Zone Hours Preferred.

Compensation: This is a full-time, exempt position. Salary and discretionary bonus commensurate with experience, plus a competitive benefits package. Applicants from states with pay transparency laws may email julie.love@vucustom.com for more detailed information.

Application and Nomination: Review of applications will begin immediately and will continue until the position is filled. To apply for this position, please apply via LinkedIn (preferred), or email a position-specific cover letter and resume to Julie.Love@vucustom.com. Nominations may be emailed to the same email address. Applicants needing reasonable accommodation to participate in the application process should also contact Julie Love.

VU Custom is proud to be an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, veteran status, or age.