Note: The job is a remote job and is open to candidates in USA. Crunchtime is a company that helps multi-unit restaurants operate efficiently with their AI-powered suite. They are seeking a Vice President of Customer Success to lead and scale their Customer Success organization, focusing on customer retention, value maximization, and growth opportunities.
Responsibilities
- Design and execute a scalable Customer Success strategy aligned to company growth objectives
- Develop and implement customer lifecycle programs, engagement models, segmentation strategies, and success motions
- Establish repeatable processes, playbooks, and operating procedures that drive consistency and efficiency across the organization
- Create a data-driven culture with clear KPIs, accountability, and performance management
- Leverage technology, automation, and AI to improve customer engagement and team productivity
- Own gross retention and net revenue retention performance
- Build proactive customer health and risk identification programs that reduce churn and improve customer outcomes
- Partner closely with Sales and Account Management teams to identify, qualify, and accelerate upsell and cross-sell opportunities
- Develop executive engagement strategies that strengthen customer relationships and increase renewal confidence
- Create forecasting rigor around renewals, risk, and expansion opportunities
- Recruit, develop, and retain top Customer Success talent
- Raise the caliber of the organization through coaching, performance management, and leadership development
- Establish career paths, competency frameworks, and ongoing training programs
- Build a culture of accountability, customer advocacy, operational excellence, and continuous improvement, ideally through OKR and Strategic Initiatives
- Ensure the team is equipped to support both current customer needs and future company growth
- Serve as the voice of the customer across the organization
- Partner closely with Product, Professional Services, Support, Marketing, and Sales leadership to improve customer outcomes
- Develop mechanisms to communicate customer feedback, product gaps, and market opportunities
- Drive alignment around customer journey improvements and customer experience initiatives
Skills
- 10+ years of Customer Success, Account Management, or post-sales leadership experience in B2B SaaS organizations
- 5+ years leading Customer Success leaders and managers
- Proven experience building and scaling Customer Success organizations through periods of rapid growth
- Demonstrated success improving retention, expansion, and customer satisfaction metrics
- Strong operational background with experience implementing customer success methodologies, processes, and technology platforms
- Experience creating customer segmentation models, coverage strategies, and customer lifecycle programs
- Strong analytical and financial acumen with the ability to manage forecasts and performance metrics
- Exceptional leadership, coaching, and talent development skills
- Executive presence with the ability to build credibility internally and externally
- Experience partnering closely with Sales on renewals, expansion, and revenue growth initiatives
- Must be based within the Eastern Time Zone (EST/EDT)
- Must be available for a firm start date no later than September 1
- Experience within the Restaurant Technology industry a plus
- Experience with OKRs and running strategic initiatives across the team is a plus
Company Overview