Why This Role MattersAs 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 (post-secondary/college, and workforce/employer). This executive position is responsible for leading the entire post-sale 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:Build and scale high-performing teams that consistently exceed retention and engagement goals by providing a clear team vision, sustainable professional development, and best practice strategies—empowering the team to contribute meaningfully to top-line growth and long-term profitability.
 Champion customer impact and outcomes by ensuring every user persona realizes the maximum value of our solutions, and that the voice of the front-line user is clearly and authentically represented in company decisions.
 Inspire and drive a culture of operational excellence by embracing innovation (emphasis on AI tools), simplifying team and customer workflows, and cultivating a metrics-driven mindset for continuous improvement—removing implementation friction, scaling impact, and pursuing efficiency.ResponsibilitiesStrategic LeadershipCraft and socialize a 3‑year CS roadmap aligned to company OKRs and product roadmap.Champion a “customer obsessed” culture, balancing data‑driven KPIs with hands‑on advocacy.Drive strategy to achieve retention and NRR goals.Operational ExcellenceBuild 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 Ops—owning health‑scoring, outreach cadence, forecasting, and AI‑enabled efficiency models.Team Development & CultureHire, mentor, and coach second‑line leaders; establish career ladders and succession plans—empowering good teams to become great teams.Maintain a disciplined cadence of 1‑on‑1s to coach, unblock, and develop every team member.Foster cross‑functional unity with Sales, Marketing, Product, and Support—especially for and with remote team members.Customer Advocacy & ExpansionOwn executive‑sponsorship of programs for high‑value 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 InfluenceSurface qualitative and quantitative insights and usage trends to guide product roadmap priorities and GTM motions and positioning—ensuring YouScience stays ahead in the exploding education‑to‑career market.Gain and maintain expert‑level product fluency to credibly influence the roadmap and engage with customers at all levels (front-line users to executives) and team members across the company.