VP of Customer Success

Vice President of Customer Success Campbell & James, a HireNetworks company, has been selected to lead a critical executive search for our client, identifying the leadership talent that will shape the company's next chapter. Our client is a fast-growing B2B SaaS company in Morrisville, NC. An onsite or hybrid work schedule is preferred, but remote candidates will be considered. W e're searching for a VP of Customer Success , responsible for delivering exceptional customer experiences, driving retention, expansion, and long-term customer value. Report ing to the Chief Revenue Office r, t he Vice President of Customer Success will lead and scale the Customer Success organization, owning the entire post-sales customer lifecycle from implementation and onboarding through adoption, renewal, and expansion. This is a senior leadership role for a proven CS executive who has built and scaled Customer Success before and knows what "great" looks like in a growing SaaS business. You will set the vision for Customer Success, establish scalable systems and operating rhythms, and partner closely with Sales, Product, and Revenue leadership to drive durable growth. Key Responsibilities :Customer Success Strategy & Vision Define and execute a comprehensive Customer Success strategy aligned with company growth and revenue objectives. Establish clear success metrics across the customer lifecycle, including retention, churn, adoption, health scores, and customer satisfaction. Serve as the executive voice of the customer, presenting insights, risks, and opportunities to senior leadership. Customer Lifecycle Ownership Own the end-to-end customer journey from onboarding and implementation through renewal and expansion. Ensure consistent, high-quality onboarding, training, and adoption experiences. Drive proactive value realization and long-term customer outcomes. Serve as executive sponsor to select key accounts and oversee customer escalations when needed. Revenue & Growth Impact Partner closely with Sales on renewals, expansions, and customer handoffs. Use customer data and insights to inform product, packaging, and go-to-market decisions. Align closely with Sales, Marketing, and RevOp s to deliver a seamless customer experience. Team Leadership & Organization Building Recruit, develop, and lead a high-performing Customer Success organization. Establish clear roles, responsibilities, and performance expectations. Build scalable career paths, coaching frameworks, and development plans. Foster a culture of accountability, customer empathy, and continuous improvement. Operational Excellence & Systems Build scalable processes, playbooks, and operating rhythms. Implement and optimize CS tooling (CRM, CS platforms, support systems). Improve forecasting, capacity planning, and operational efficiency. Qualifications : 10-15+ years of experience in SaaS Customer Success or post-sales leadership Prior experience leading CS at the Director or VP level Proven track record building and scaling Customer Success organizations Strong analytical mindset and data-driven decision making Exceptional communication and executive presence Hands-on leadership style in fast-paced environments Nice to Have : Experience in B2B or vertical SaaS Familiarity with modern Customer Success tooling Passion for youth sports or mission-driven products The client company will provide: Competitive pay Competitive benefits, including comprehensive medical, dental, and vision plans for you and your dependents which are 100% company paid, 401(k) with employer match, and company paid group and disability insurance Paid Time Off Casual dress work environment Central office location in RTP Qualified Applicants: Will be at least 18 years of age Will have a minimum of bachelor's degree Can read, write, and fluently speak and understand English Strong verbal and written communication skills Are confident using technology and navigating technology applications Will be legally authorized to work in the US for any employer in the US. We cannot consider candidates who require sponsorship for a work-authorized visa. Contact Jeff Chambers at or 919-760-9566 or Judy Protz at or (919)981-6200 x315 with questions regarding this posting. A Word resume is preferred when applying. When looking for a job, have you ever heard the phrase... it is not about what you know, it is who you know? At HireNetworks' company, Campbell & James Executive Search, it really is all about who we know. By leveraging our strong community and business relationships, we ensure access to a high-end talent base of executives who meet and exceed your needs. At Campbell & James Executive Search, finding high-end talent for high-end organizations is what we do best. HireNetworks and Campbell & James are equal opportunity employers.

Created: 2026-03-04