Vice President of Customer Success, Paubox

• Hands-on experience implementing AI and other technologies to increase team efficiency while delivering a “right touch” model for customers from SMB to enterprise
• Proven leadership in customer success or account management within B2B SaaS
• A track record of success in high-growth, fast-paced startup environments
• Deep understanding of customer success metrics across the post-sales journey and the ability to turn data into strategy
• Experience managing and aligning multi-departmental structures

Desirable

• Paubox is looking for a VP of Customer Success to modernize our full post-sales operation, overseeing three functions: tech support, customer implementation, and customer success
• In this pivotal role, you will be at the forefront of innovation, leading our AI initiatives to modernize how we support, retain, and grow our 8,000+ customers
• If you thrive in fast-paced startup environments and are passionate about building world-class customer experiences through both human connection and cutting-edge technology, we want to hear from you
• Identify and implement AI-driven solutions to improve departmental efficiency, automate routine tasks, and enhance the overall customer experience
• Own retention performance, renewal forecasting discipline, and expansion alignment with Sales
• Establish and drive a durable operating model across post-sale functions, ensuring accountability, predictability, and scalability
• Provide strategic oversight and leadership for the tech support, implementation, and customer success teams
• Drive and report on key performance indicators including GDR, churn, and CSAT
• Partner closely with sales, marketing, operations, and product teams to surface customer feedback on products
• Foster a culture of continuous improvement and professional growth