Client Success Director
ClarioLead strategic client accounts for Clario’s regulated clinical technology platforms. Drive retention, growth, service delivery, and commercial results.
Open
Vouched develops AI-driven digital identity verification technology for businesses that need faster onboarding, stronger fraud prevention, and compliant customer verification. Its platform integrates with existing systems and supports use cases across healthcare, financial services, automotive, food and beverage, and compliance-focused operations. By automating identity checks and aiming to reduce verification bias, Vouched helps teams create more consistent customer experiences while scaling verification across markets.
VP of Customer Success
Lead net revenue retention for Vouched’s identity verification and Know Your Agent products. Build the customer success playbook, team, renewal process, and expansion strategy.
Description
- Own net revenue retention targets, tracking, gap analysis, and improvement initiatives
- Create and run customer success processes for onboarding, adoption, account health, renewals, and expansion
- Lead and develop customer success managers and implementation specialists
- Develop practices to identify customer risks before they lead to churn
- Work with Product to turn customer feedback into roadmap input
- Advise the CEO and leadership team on customer health as a company-wide indicator
- Manage the customer journey from contract through renewal, including onboarding schedules, adoption milestones, check-ins, escalations, and executive sponsorship
- Use and help shape Pigeon CRM for forecasting, renewals, and account health
- Represent customer perspectives across Vouched
- Create renewal outreach with 90-, 60-, and 30-day cadences, templated communications, risk flags, and handoff procedures
- Report customer health and net revenue retention trends to leadership
- Establish a documented, staffed, and operational customer success playbook
- Identify and address churn risks and escalations early
- Develop the customer success team through coaching and resourcing
- Create a customer feedback process with Product and Sales
- Manage the expansion process from start to finish
Requirements
- Have built or substantially scaled customer success at a SaaS company, with responsibility for net revenue retention
- Bring a clear approach to customer success playbooks and experience working through changes in product, market, or team
- Have experience developing and coaching customer success professionals
- Communicate proactively and escalate issues early
- Work effectively amid ambiguity across distinct identity verification and Know Your Agent product lines
- Balance structured playbooks, processes, and forecasting with adaptability
- Have served enterprise, mid-market, and small-business customers
- Have experience with CRM and customer success tools
- Be able to use Pigeon, Vouched’s in-house CRM, and shape its use for forecasting, renewals, and account health at scale
Benefits
- Flexible paid time off
- Healthcare coverage
- Dental coverage
- Vision coverage
- 401(k) plan
- Equity compensation
- Flexible remote work arrangements
- Parental leave
- Performance-based bonus tied to net revenue retention targets
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