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Sixfold · 1 day ago

VP, Customer Success

New York, NY

Full-time

Hybrid

Director/Executive

$205K/yr - $245K/yr

10+ years exp

Sixfold is an innovative company building an AI platform that transforms how insurers evaluate and price risk. They are seeking a VP, Customer Success to lead and scale their post-sales organization, focusing on customer retention, expansion, and ensuring measurable outcomes for enterprise insurance customers.

Artificial Intelligence (AI)Generative AIInsurTechProductivity Tools

No H1B

Responsibilities

Own customer retention and expansion across all accounts

Build, lead, and scale a high-performing Customer Success organization, including CSMs, getting customers live and production support functions as appropriate

This is a true player–coach role: you will lead and scale the Customer Success organization while remaining hands-on with key accounts, complex engagements, and strategic customer moments as needed

Define and operationalize the customer lifecycle, including onboarding, adoption, health scoring, renewals, and expansion motions

Partner closely with Sales on renewals and upsells, ensuring tight alignment across pre- and post-sales

Serve as an executive sponsor for key strategic accounts, building trusted relationships with senior insurance leaders

Translate customer goals into measurable outcomes tied to underwriting efficiency, loss performance, and submission quality

Establish customer success metrics, forecasting, and reporting (e.g., NRR, churn, time-to-value, adoption)

Act as the primary internal advocate for customers, providing structured feedback to Product and Engineering to inform roadmap priorities

Develop scalable playbooks and processes that support enterprise deployments while maintaining a high-touch experience

Represent Customer Success in executive planning and help shape Sixfold’s go-to-market strategy as we scale

Qualification

Customer Success leadershipEnterprise SaaS experienceBuilding Customer Success teamsData-driven mindsetCross-functional collaborationExecutive presenceProblem-solvingStrategic thinkingAdaptability

Required

10+ years of experience in Customer Success, Account Management, or related post-sales leadership roles, with significant experience in enterprise SaaS

Proven track record of building and scaling Customer Success teams at high-growth companies, ideally from Series A/B through later stages

Experience working with complex, technical products and sophisticated enterprise customers

Strong understanding of renewal and expansion motions in long sales-cycle, high-ACV environments

Exceptional executive presence and ability to build trust with senior customer stakeholders

Data-driven mindset with experience defining success metrics and using them to guide strategy and execution

Demonstrated ability to collaborate cross-functionally with Sales, Product, Engineering, and Leadership