We are seeking a visionary and customer-obsessed Vice President of Customer Success to lead our enterprise SaaS customer success strategy. In this executive role, you will drive the success, satisfaction, and long-term retention of our most strategic enterprise clients. You will lead a high-performing Customer Success organization, define scalable engagement strategies, and partner cross-functionally to deliver exceptional outcomes for our customers and the business. 

Key Responsibilities: 

• Executive Leadership & Strategy: 
  Own the vision and execution of our enterprise Customer Success strategy, aligning customer value realization with company growth objectives. 

• Team Leadership & Development: 
  Build, lead, and scale a world-class Customer Success team. Foster a high-performance culture focused on accountability, growth, and results. 

• Customer Lifecycle Management: 
  Partner with the VP, Ops/Implementation to oversee the entire post-implementation customer journey— after onboarding through renewal and expansion—ensuring a seamless and impactful experience. 

• Customer Health & Retention: 
  Establish and monitor key health metrics, proactively identifying and mitigating churn risks while promoting long-term growth opportunities. 

• Cross-Functional Collaboration: 
  Partner closely with Sales, Product, Marketing, and Support to align customer feedback with product roadmap, drive adoption, and ensure a consistent voice of the customer across the organization. 

• Revenue Growth & Expansion: 
  Lead initiatives to drive customer expansion through value realization, upsell, and cross-sell strategies in partnership with Sales and Marketing. 

• Operational Excellence: 
  Implement scalable processes, tools, and systems (e.g., Totango, HubSpot) to manage customer data, success plans, and team performance metrics. 

• Customer Advocacy: 
  Champion the customer across the organization and leverage success stories to build a network of brand advocates and referenceable clients. 

Qualifications: 

• 8+ years of experience in Customer Success, Account Management, or related roles within the SaaS industry, with a focus on enterprise customers. 

• 5+ years of experience leading and scaling high-performing Customer Success teams, including people leadership at the director level or above. 

• Demonstrated success in developing and executing enterprise customer strategies that drive retention, expansion, and long-term value. 

• Executive presence with the ability to influence internal and external stakeholders at all levels. 

• Deep understanding of enterprise SaaS models, customer success metrics, and lifecycle management best practices. 

• Strong analytical, strategic thinking, and operational execution skills. 

• Proficiency with leading customer success platforms and CRM systems (e.g., Totango, HubSpot).  

• Passion for innovation, continuous improvement, and delivering exceptional customer outcomes. 

About LineSlip 

LineSlip Solutions is an award-winning SaaS company bringing the digital revolution to the risk and insurance world. Our innovative Commercial Insurance Risk Intelligence (CIRI) software converts program documents to data-rich dashboards, giving risk executives instant access to the information they need to stay empowered and effective. The long-overdue upgrade from tedious, paper-based processes means faster reporting, clearer stakeholder communication, fewer errors, and more capacity for strategic leadership.