Quantified · 5 hours ago
Vice President of Customer Success
United States
Full-time
Remote
Director/Executive
10+ years expQuantified is an AI SaaS platform that delivers realistic sales simulations and coaching for revenue teams. The Vice President of Customer Success will lead the customer success organization, focusing on retention and expansion, while ensuring predictable delivery and strong relationships with enterprise customers.
AnalyticsArtificial Intelligence (AI)Corporate TrainingE-LearningInformation TechnologyMachine LearningSaaSSalesSoftware
Responsibilities
Own Gross Revenue Retention (GRR) and Net Revenue Retention (NRR). Current targets: 92% GRR and 120% NRR
Own renewal strategy and execution end to end, including negotiation, procurement navigation, and contract close
Build and run a disciplined renewal operating cadence for Tier 1 accounts: 180/120/90 day planning, risk mitigation, executive alignment, and close plans
Drive expansion through clear value realization, stakeholder elevation, and repeatable land-and-expand plays suited to regulated enterprise environments
Lead save motions when accounts are at risk, including downsell rescue and scope resets, with clear plans and accountability
Serve as executive sponsor on our most strategic accounts
Move relationships upmarket from admin-level contacts to Sales Enablement leadership, Sales Operations, Commercial Operations, and revenue executives
Establish a Tier 1 account standard for executive value conversations, ROI narratives, and measurable success criteria
Ensure a predictable post-sale delivery system is operating: onboarding, implementation, adoption, support coordination, and risk detection, through Customer Delivery leadership
Ensure Tier 1 customers receive predictable delivery governance, not reactive firefighting
Set standards for what good delivery and time to value look like by segment, and ensure playbooks, templates, and cadence are implemented and followed
Build an early warning system that flags risk 6+ months before renewal
Establish one clear operational view of account health, adoption, milestones, and renewal risk across our stack: Salesforce, Help Scout, and our CS platform
Own adoption and ongoing improvement of our CS platform, including data hygiene, workflows, reporting, and team usage
Create weekly rhythms that translate customer signals into actions, with clear owners and deadlines
Lead the Customer Success organization across two lanes: Customer Delivery: onboarding, implementation, adoption, support coordination, risk management (run by Director of Customer Experience) Customer Growth: renewals, expansion, stakeholder elevation (owned by VP CS)
Hire and develop the team as we scale, including commercial ownership and senior delivery capacity for Tier 1 accounts where needed
Create role clarity so Customer Success is not duplicative with Revenue or Product, while still partnering tightly with both
Build a disciplined feedback loop from enterprise customers into Product and GTM
Partner with Product on roadmap prioritization using adoption blockers and customer outcomes
Partner with Marketing on customer proof points: executive-ready ROI narratives, case studies, references, and advocacy
Qualification
Required
10+ years in B2B SaaS with meaningful enterprise customer ownership, ideally in regulated or compliance-sensitive environments
Proven commercial ownership of renewals and expansions, including negotiation, procurement navigation, and forecast management
Track record building and leading Customer Success organizations at growth-stage companies
Strong executive presence, able to elevate relationships and translate product usage into ROI narratives
Operational excellence: can build cadence, dashboards, playbooks, and accountability systems that reduce chaos and surprises
Product fluency: understands adoption mechanics and can partner credibly with Product on value realization and roadmap inputs
Player-coach mindset, comfortable being hands-on where needed while building a system that scales
Bachelor's degree required. MBA a plus
Preferred
for priority review, email talent@quantified.ai with subject ‘VP CS' and include your renewal book size (ARR), largest renewal closed, and a short example of how you ran renewals (cadence + risk system)
Benefits
Competitive compensation with equity
100 percent covered health, dental, and vision with HSA
401k plan with match
Remote-first with Open PTO
Access to the latest tools and technologies
Annual company retreats
A tight-knit leadership team invested in your growth
Company
Quantified
Quantified is an AI-Powered Coaching Platform that helps you have Better Conversations with Better Outcomes.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$2.3M2020-12-01Seed· $1M
2018-12-01Pre Seed· $0.75M
2013-12-04Debt Financing· $0.55M
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