Note: The job is a remote job and is open to candidates in USA. KeyData builds decision grade data products and analytics for the Short-Term Rental market. The VP, Customer Success will be responsible for the post-sale customer experience, focusing on onboarding, success, and support while developing scalable processes and improving customer retention.
Responsibilities
- Build the Operating System for a Newly Structured CS Organization
- Stand up processes for Onboarding, Success, and Support
- Establish clear ownership, workflows, and handoffs so each of the three teams operates as a well-run, independent unit
- By month 6, have all three teams set up with a system for internal accountability, KPIs, and performance expectations
- Define and track retention and customer health as core performance metrics for the function, giving the team clear, data-driven visibility into progress
- Put in place a process to diagnose the root causes of churn, including how well customers are realizing platform value
- Partner closely with Product to strengthen the onboarding experience for KeyData’s core product so customers realize value quickly and are set up to stay
- Launch quarterly business reviews (QBRs) with KeyData’s largest customers, reviewing their data and market context together to reinforce value and identify potential growth opportunities
- Shift the success team’s posture from reactive support to a proactive, consultative partner that helps customers grow their businesses on KeyData’s platform
- Design and build a tech-touch motion for smaller accounts, partnering with Product on the dependencies required to support it (expected roughly 6 months out)
- Define the segmentation model determining which accounts receive high-touch, consultative coverage versus tech-touch coverage
- Assess workflows and systems across Onboarding, Success, and Support to identify inefficiencies and manual processes; develop a roadmap for streamlined scalable operations
- Develop repeatable operating processes and enhance supporting systems – CRM/CS platform hygiene, customer health scoring, ticketing and case management, and product usage analytics
Skills
- Hands-On SaaS Customer Success Experience
- Has built and scaled onboarding, success, and support functions from an early stage into a structured, process-driven organization
- Energized by the build, not just running an established customer success organization
- Determined, process-driven, and KPI-driven professional with the ability to identify, evaluate and prioritize growth opportunities
- Tech-Touch / Scaled Success Motion Experience
- Has designed and run a tech-touch (no dedicated CSM) motion for a segment of customers, ideally within a SaaS business
- Consultative, Data-Informed Customer Engagement
- Track record running a consultative success motion (e.g., quarterly business reviews) that helps customers understand and act on their data to grow their business
- Able to build the internal accountability systems (KPIs, targets, performance management) that translate a success strategy into day-to-day execution
- Background in Short-Term Rental, hospitality, real estate tech, or another data/software-driven vertical is a plus, though not required
- Experience managing a distributed team spanning onshore and offshore roles across implementation, support, and success
- Experience working in a PE-backed business is highly desired
Benefits
- Company-paid individual health and dental insurance
- Long-term disability insurance under the company’s standard group plan
- $50,000 life insurance policy
- $200 towards an annual health benefit
- $50/month Internet reimbursement
- Up to $1,000/year professional development reimbursement
- Company-paid holidays
- Eligibility for 401(k) pension plan with 3.5% employer match. No vesting period for employer match.
- $75/month mobile phone and voice/data plan reimbursement.
- Flexible PTO policy
- Fully remote position (Preference given to those in the Dallas/Ft.Worth area)
Company Overview