VP, Customer Success

What Do We Do? Triple Whale is the complete intelligence platform that helps ecommerce brands confidently understand what's working in their business, what's not, and what they should do next. We pull all your data into one place, give you the measurement tools to actually trust it, then use the smartest AI in the industry to translate it into insights and recommendations. From there, you get tools to put those insights to work — from AI agents that generate creative and take action on your behalf, to automations that make the rest of your tech stack smarter and more effective. More than 60,000 brands like Pressed Juicery, Ouai and True Classic trust Triple Whale to grow faster with fewer resources — uncovering opportunities and acting on them at a scale that would be impossible manually. What You're Applying for This role owns everything that happens after the deal is signed, ensuring customers successfully onboard, adopt, and realize ongoing value.  Reporting directly to the COO, you’ll oversee Customer Success, Solutions Engineering, Customer Support, and Implementation, building a seamless, high-impact journey from initial onboarding through long-term growth. Success in this role means driving strong retention and expansion, accelerating time-to-value, and building the systems and teams needed to scale without losing quality. What You’ll Do  Own the full post-sale lifecycle, including Customer Success, Solutions Engineering, Implementation, Marketing Science and Support, ensuring a seamless, high-quality customer experience from onboarding through renewal and expansion Build and continuously optimize the post-sale operating system, including implementation methodologies, support workflows, and customer success playbooks, to drive faster time-to-value, scalable adoption, and efficient growth Design and scale a segmented customer journey (enterprise, mid-market, SMB, and tech-touch), aligning coverage models and engagement strategies to maximize impact and efficiency Own retention and expansion as core revenue drivers, with clear accountability for NRR, GRR, and customer outcomes Develop and operationalize data-driven playbooks across the lifecycle, including onboarding, activation, feature adoption, expansion, and churn mitigation Establish and evolve a robust customer health model and measurement framework, leveraging product usage data and predictive signals to proactively identify risk and growth opportunities Lead the strategy for driving adoption of new features and products, including customer education, lifecycle engagement, and in-product enablement Own and optimize the onboarding and implementation experience, reducing time-to-value through standardized processes, segmentation, and continuous iteration Transform Customer Support into a strategic advantage by improving SLAs, CSAT, and resolution efficiency, while scaling self-serve and AI-driven support capabilities Partner closely with Sales to ensure strong handoffs, aligned expectations, and a cohesive expansion motion Build a structured Voice of Customer program, translating feedback into actionable insights and partnering with Product and Engineering to influence roadmap and drive customer value Elevate how we communicate value to customers, ensuring clear, consistent articulation of ROI and impact across the lifecycle What You’ll Bring 15+ years in Customer Success or post-sale leadership roles within SaaS Experience leading multiple post-sale functions (CS, Implementation, Support or similar) Strong track record driving retention, expansion, and net revenue retention (NRR) Experience operating as part of a leadership team, partnering cross-functionally with Sales, Product, and Engineering Deep customer empathy paired with strong operational rigor Proven ability to build and scale teams, systems, and processes in a high-growth environment Experience in ecommerce, martech, data platforms, or AI-driven products is a strong plus Our Values We Are Customer Obsessed: From our mission to every detailed project, everything we do is designed to create a positive impact for our customers. We Move (Very!) Quickly: The speed at which we work, iterate, and deliver value is our most competitive advantage.  We Are Trustworthy: Candor, directness, and honest communication helps us learn, grow and improve so we can win together.  We Are Curious: We extend beyond our comfort zone and ask questions that guide us towards new, creative, and bold paths. We Act Like A Mensch: We act with honor, integrity and empathy, and have deep respect for our customers and each other.   Base Compensation Range: $185,000-$250,000 Our compensation ranges are set using benchmarks from growth-stage companies and factor in function, level, and location—so everything stays balanced and competitive. The range listed on each job posting reflects the minimum and maximum target salary across all U.S. locations. Triple Whale is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Offices: New York, New York, United States (New York);