VP of Customer Success
Keeps your customers happy — and paying
The VP of CS owns post-sale experience. She tracks customer health, flags churn risks early, orchestrates onboarding and QBRs, and ensures every client gets the attention that warrants expansion. Churn is a controllable — she controls it.
A Day in the Life
Morning: health score review across every account. Midday: outreach to at-risk accounts, QBR prep. Afternoon: onboarding check-ins, case study development for happy accounts. Weekly: churn and NRR reporting.
Responsibilities
- ·Maintain customer health scores
- ·Proactive churn prevention outreach
- ·Orchestrate QBRs and success check-ins
- ·Identify expansion opportunities
- ·Own NPS collection and analysis
KPIs They Own
- ●Net revenue retention
- ●Gross churn rate
- ●Expansion revenue
- ●NPS
Tools & Integrations
SARA RetainSARA MailSARA VoiceCRM integrations
Who Hires This Role
- · SaaS companies
- · Subscription businesses
- · High-touch services
The Anchor — 5 Seats Worldwide
Want everything, not just VP of Customer Success?
Sovereign members get all 12 SARA modules + custom AI development + embedded team + direct founder access + inner-circle benefits across every Crucible Group division. $50,000+/month. Invitation-only.