VP, Customer Success & Onboarding | SMB Pharmacies

Are you a VP of Customer Success or Director of Onboarding who has established or rebuilt scalable onboarding and support operations in a high-growth SaaS environment? Are you a VP of Onboarding or VP of Customer Support or Client Success who is passionate about streamlining and creating efficiency, utilizing AI or automation? Have you led Onboarding & Customer Success or Support teams through a massive growth period? If you are a data-driven CS leader who enjoys walking the line between strategy and execution, looking for an opportunity to build and implement scalable CS/onboarding best practices for pharmacy clients, please read on!This high-growth tech startup has a rapidly growing presence in the pharmacy vertical and will be expanding to other retail healthcare businesses. With a strong ARR and 30%+ YoY growth rate, they need to level up their Customer Success & Onboarding orgs to keep up with sales. Since CS is not revenue-generating, this role is all about operational excellence in onboarding and support - streamlining and creating efficient processes (and using AI/automation when possible). Reporting to the CEO, the right VP of Customer Success will be empowered to overhaul the onboarding and support infrastructure, define data-driven CS strategies for their pharmacy clients, and build a performance culture ready to scale. If you're a rising star who’s implemented scalable onboarding and is hungry to do it again, this may just be your next role!What You’ll Be Doing:Own/execute a Customer Success strategy that scales with growthFirst, observe and learn (processes and team), then build a strategic plan for CS that can keep up with sales demandOverhaul onboarding and support processes with best practices designed for scalability and efficiency, using AI & automation when possibleAssess and elevate current CS & onboarding team performanceEstablish clear accountability frameworks across both functionsDeliver consistent tiered support workflows and escalation pathsAchievement Targets: Halve onboarding time, improve team proactivity, streamline performance, establish career growth pathsBuild a data-driven CS culture: Identify the KPI’s and metrics to be tracked to report effectively across onboarding and support, including retention, cost to onboard, CAC payback, etcCreate data-driven decision-making processes, using data all the way through the workflows to identify bottlenecks and use past data to inform decisionsCreate comp structure aligned to efficient performanceHands-on Approach:Cross-functional collaboration (Sales, Product, etc.) including capacity planningDesign and implement scalable team structure, career paths, and learning plansBe an expert on CS best practices and stay ahead of industry trendsBe willing to roll sleeves up, talk to customers - serve as escalation point for key customers while working with exec leadership to align on prioritiesLong-term: mature the CS org and systems to support growing ARRYou Will Need:Experience leading Customer Success, Onboarding, & Tech Support teams of 15-30 in B2B SaaS with SMB clientsHave led a CS team during a period of high growth (from ~$5-10M to ~$25-35M)Have implemented customer onboarding tooling and reporting infrastructure, huge plus if you have established and implemented scalable processes and best-practicesExperience using automation and AI to streamline CS and onboarding processesBe a hands-on leader who uses data-driven decision-makingFamiliar with and has improved relevant metrics: CAC payback, NRR, churn, onboarding time, time to value, NPSLocation: be located in Houston, TX or able to relocate to Houston (relo fee provided)These are a BIG PLUS:Familiarity with onboarding models involving some hardware/dev installExperience in retail healthcare (pharmacy, optometry, dental, etc), telecom also a plusStrong preference for someone that has led customer success, onboarding, and tech supportWhat You’ll Get in Return:Competitive compensation package (base + 30% bonus)Relocation package if relo is neededStrong health benefits packageAbility to build and scale a CS org in your vision, from the ground upHigh-impact leadership role with direct line to the CEO and executive teamTeam-first, faith-based values, culture that rewards servant leadership and operational excellenceIf you're a VP of Customer Success, Director of Client Services, or Customer Experience leader ready to fix, build, and scale in a values-first tech company, please apply today!