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Starbridge · 2 months ago

VP, Customer Success

New York City

Full-time

Onsite

Director/Executive

$225K/yr - $275K/yr

10+ years exp

Starbridge is seeking a VP of Customer Success to define and lead their customer success strategy as they grow. The role involves owning the entire customer journey, managing a high-velocity team, and creating scalable systems to ensure customer satisfaction and measurable outcomes.

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Responsibilities

Own the customer lifecycle end-to-end ensuring every customer achieves measurable success with Starbridge

Build and lead the Customer Success organization, managing and mentoring a high-performing team of technical CSMs who deliver white-glove engagement and technical guidance

Develop scalable processes for onboarding, training, proactive adoption, and support, preserving Starbridge’s hands-on experience while enabling efficient growth

Design frameworks for best-in-class implementation, ensuring customers realize time-to-value quickly and consistently

Create the frameworks for a scalable support function that ensures customers get timely, high-quality help as we grow

Ensure ongoing value realization, helping customers continuously identify and adopt features that align with their evolving goals

Operationalize customer health and success metrics to predict adoption, surface risks early, and make outcomes measurable and repeatable

Partner cross-functionally with Product and Sales to ensure feedback loops are tight and customer insights drive roadmap and GTM priorities

Serve as executive sponsor for key enterprise relationships, bringing both technical fluency and business acumen to strategic conversations

Implement systems and tools to manage customer data, track engagement, and automate key workflows

Build customer community to drive network effects and evangelism within our customer base

Qualification

Customer Success ManagementB2B SaaS ExperienceTeam ManagementCustomer Health ModelsAdoption MetricsCommunication SkillsEmpathyTechnical CuriosityCustomer Advocacy ProgramsUser CommunitiesRelationship Building

Required

10+ years of experience in Customer Success within high-growth B2B SaaS, including 4+ years managing teams

Proven success scaling a CS organization from early-stage (Series A–B) to growth stage while maintaining deep customer intimacy

Strong operator's mindset: you design systems and processes that make adoption predictable and repeatable

Experience implementing customer health models, adoption metrics, and success plans across varied customer segments

Comfort engaging at both strategic and tactical levels: you can jump into a customer Slack channel one day and present retention forecasts to the board the next

Excellent communication, leadership, and relationship-building skills: you inspire trust internally and externally

Empathy and a true customer-obsessed mindset — you see every decision through the lens of the customer journey