VP of Customer Success

Why This Role Matters

As Vice President of Customer Success you will play a critical role in advancing our mission to transform lives across our primary market segment (middle and high schools) and our expansion market segments (postsecondary/college and workforce/employer). This executive position is responsible for leading the entire postsale customer lifecycle strategy with a focus on increasing retention and loyalty driving product expansion and delivering measurable value to our customers. Success in this role will be defined by your ability and dedication to:

1. Build and scale highperforming teams that consistently exceed retention and engagement goals by providing a clear team vision sustainable professional development and best practice strategiesempowering the team to contribute meaningfully to topline growth and longterm profitability.
    

2. Champion customer impact and outcomes by ensuring every user persona realizes the maximum value of our solutions and that the voice of the frontline user is clearly and authentically represented in company decisions.
    

3. Inspire and drive a culture of operational excellence by embracing innovation (emphasis on AI tools) simplifying team and customer workflows and cultivating a metricsdriven mindset for continuous improvementremoving implementation friction scaling impact and pursuing efficiency.

Responsibilities

Strategic Leadership

• Craft and socialize a 3year CS roadmap aligned to company OKRs and product roadmap.

• Champion a customer obsessed culture balancing datadriven KPIs with handson advocacy.

• Drive strategy to achieve retention and NRR goals.

Operational Excellence

• Build and refine scalable playbooks for onboarding adoption QBRs renewal and expansion.

• Automate tasks and services using AI tools and best practices for Salesforce UserPilot BI dashboards among other products.

• Improve Customer Success Opsowning healthscoring outreach cadence forecasting and AIenabled efficiency models.

Team Development & Culture

• Hire mentor and coach secondline leaders; establish career ladders and succession plansempowering good teams to become great teams.

• Maintain a disciplined cadence of 1on1s to coach unblock and develop every team member.

• Foster crossfunctional unity with Sales Marketing Product and Supportespecially for and with remote team members.

Customer Advocacy & Expansion

• Own executivesponsorship of programs for highvalue districts states and enterprise customers and partners.

• Partner with Sales to: 

• Ensure smooth customer handoffs and expectation setting to deliver predictable product expansion and revenue growth.

• Develop referral procedures and programs to maximize customer engagement for rapid growth outward from user concentrations.

Voice of the Customer & Product Influence

• Surface qualitative and quantitative insights and usage trends to guide product roadmap priorities and GTM motions and positioningensuring YouScience stays ahead in the exploding educationtocareer market.

• Gain and maintain expertlevel product fluency to credibly influence the roadmap and engage with customers at all levels (frontline users to executives) and team members across the company.

Qualifications :

What Makes You a Great Fit

• 10years progressive postsales leadership

• Proven ownership of NRR churn expansion and forecasting in a customer success function.

• Track record of building inclusive highperforming teams coaching leaders and developing internal enablement programs to upskill a CS team.

• Expertise with modern CS tech stacks (ex: Salesforce Gainsight/ChurnZero BI tools marketing automation).

• Launched and/or managed CS Ops or digitalsuccess functions.

• Executivelevel communication experiencepresenting to boards investors and executives at external organizations (ex: district and state education officials college officials legislators corporate executives).

• Proven ability to thrive in a dynamic evolving environmentbalancing team and customer dynamics while navigating company growth within evolving markets.

Bonus Points

• Experience with usagebased or ProductLed Growth (PLG) revenue models.

• Deep understanding of EdTech or education markets (funding cycles district procurement classroom realities). If you have limited education experience provide clear demonstrable evidence how your experience will translate to the EdTech market (particularly to K12).

• B2B SaaS scaleup experience.

• Familiarity with Career and Technical Education college and career readiness school counseling student assessments certifications or workforcereadiness programs or products Workforce Tech (studenttoemployment workforce development employee recruiting employment pipelines).

Additional Information :

Work Environment & Benefits

• Compensation: Base salary $120000$150000 (commensurate with experience) bonus and commission; OTE $200000 $250000 (uncapped performance commission tied to Net Revenue Retention (NRR) growth); performancebased equity participation.

• Strong preference for executives that thrive in a hybrid HQ modelvaluing ability to maximize inperson collaboration creativity and speed. HQ is in beautiful American Fork Utah (relocation assistance available). We are open to remote candidates for the right fit.

• Comprehensive health benefits generous PTO paid volunteer days and professional development opportunities.

• Missiondriven inclusive culture committed to fundamentally improving education through career connected learningexpanding equitable access and opportunity for all studentscreating a larger more diverse and more skilled workforce.

Company Values

• We empower others 
• We perform as a cohesive championship team  
• We are all leaders
• We never stop growing
• We make a positive impact
• We show respect in word and in deed  
• We remember that life is bigger than our work

YouScience is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race sex sexual orientation gender identity color religion national origin age disability veteran status or another legally protected status

Remote Work :

Yes

Employment Type :

Fulltime