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Salary: USD 175,000 - 225,000 / annual
Bonusly is seeking a VP of Customer Success to lead the company's holistic post-sale customer experience strategy and organization. This is a strategic leadership role with full accountability for customer value realization, retention, expansion, and advocacy—directly impacting company financial health and market leadership.
You will lead a team of Customer Success Managers, building and scaling a high-performance organization designed to grow with the company. The role owns the entire customer lifecycle from onboarding through advocacy, working closely across Sales, Marketing, Product Development, and Customer Programs & Enablement to create a seamless, unified customer journey.
Key responsibilities include:
- Defining and continuously innovating the Customer Success and Support strategy, aligned with company objectives and market dynamics
- Leading, recruiting, hiring, and developing the customer success team while fostering a culture of excellence, accountability, and customer-centricity
- Establishing and driving measurable customer ROI, ensuring customers understand and articulate the value they receive from Bonusly
- Serving as an executive partner to Sales, Marketing, and Product to ensure consistent customer experience across the entire GTM organization
- Owning strategic business planning, budget management, forecasting, and data-driven KPIs that drive operational excellence
- Developing and implementing various customer success models (high-touch, tech-touch, community-led, managed services) to optimize efficiency and impact
- Driving key performance indicators including Time to Value, Net Revenue Retention, customer health scores, expansion revenue, team productivity, and forecast accuracy
You will have direct influence on company-level KPIs including ARR growth, gross margins, and market share growth through customer advocacy and retention.
REQUIREMENTS:
- Minimum 3+ years in leadership roles at Director level or above, with proven track record managing multi-level teams (managers of managers) and scaling organizations during significant growth
- Deep expertise in SaaS business models, customer lifecycle management, and best practices for retention, expansion, and advocacy
- Strong preference for experience in HR Tech, Employee Engagement, or Performance Management space with understanding of relevant buyer personas and industry nuances
- Proven expertise in strategic business planning, financial management (including budget ownership), forecasting, and developing data-driven KPIs
- Exceptional analytical and problem-solving skills; ability to translate complex data into actionable strategies and compelling narratives for executives
- Demonstrated experience developing and implementing various customer success models to optimize efficiency and impact
- Strong understanding of sales methodologies and their strategic intersection with customer success
- Adaptable, resilient, and resourceful; thrives in dynamic, fast-paced startup environments and navigates ambiguity with strategic foresight
