Vice President of Customer

We are seeking a highly strategic and customer-obsessed Vice President of Customer to lead our Support, Support Engineering, and Account Management teams. This role will be a key member of the senior leadership team, responsible not only for providing world-class support experiences and nurturing long-term customer relationships, but also for achieving revenue growth targets from our existing customer base. Working alongside cross-functional leaders, the VP of Customer will integrate efforts to ensure a seamless customer journey and will be the architect of our customer success and satisfaction strategy, owning the entire post-sale customer lifecycle—from onboarding to long-term relationship expansion.

Responsibilities

1. Strategic Leadership & Vision:
   • Develop and execute a holistic customer strategy that integrates support, support engineering, and account management into a cohesive, exceptional customer experience.
   • Align post-sales initiatives with broader company objectives, ensuring every touchpoint maximizes customer satisfaction, product adoption, retention, and revenue expansion.
   • Define and prioritize key metrics for success, including CSAT (Customer Satisfaction Score), NPS (Net Promoter Score), Net Revenue Retention, and Churn.
2. Team Leadership & Culture:
   • Lead, mentor, and grow a multi-functional team, including Support Specialists, Support Engineers, and Account Managers, fostering a culture of excellence, empathy, and continuous improvement.
   • Set clear performance metrics, KPIs, and goals, regularly reviewing team performance and implementing coaching or professional development plans as needed.
3. Operational Excellence in Support & Support Engineering:
   • Oversee the delivery of outstanding technical and non-technical support, ensuring customers experience swift, accurate, and empathetic resolution of issues.
   • Collaborate closely with Product and Engineering teams to prioritize and escalate product feedback, drive technical improvements, and reduce overall support volume through proactive solutions and self-service tools.
   • Continuously refine processes, tooling, and support documentation to improve efficiency, scalability, and overall performance metrics
   • Help support a strong support engineering team that diagnoses and solves isolated bugs and help manage the solution implementation process.
4. Account Management & Revenue Accountability:
   • Own the post-sale revenue lifecycle, building strategies to retain and grow key accounts through consultative relationship management, value realization, and proactive opportunity identification.
   • Work with Sales, Marketing, and Product teams to develop targeted expansion strategies and engage customers with new features, upgrades, and professional services.
   • Track and analyze key revenue metrics (e.g., Net Revenue Retention, Expansion Revenue, Churn), ensuring the customer organization meets or exceeds quarterly and annual revenue targets.
5. Customer Advocacy & Insights:
   • Serve as the voice of the customer internally, championing their needs and ensuring that product roadmaps, go-to-market plans, and overall company strategy reflect a deep understanding of customer pain points and opportunities.
   • Analyze customer data and feedback to uncover trends, drive product enhancements, and inform the overall customer engagement strategy.
6. Cross-Functional Collaboration:
   • Partner closely with Product, Engineering, Sales, and Marketing leadership to align customer-facing initiatives and ensure a seamless pre-sales to post-sales handoff.
   • Act as a strategic advisor to the leadership team, influencing company-wide decisions with customer and revenue perspectives.

Qualifications & Experience

• Experience: 10+ years in customer-facing roles (Customer Success, Support, Account Management), with at least 5 years in a senior leadership capacity. Experience in a SaaS, B2B, or technology environment is strongly preferred.
• Revenue Accountability: A proven track record of owning and driving revenue growth, retention, and expansion within a customer organization.
• Customer-First Mindset: Demonstrated passion for customer experience excellence, with the ability to translate that philosophy into repeatable operational strategies and team culture.
• Technical Aptitude: Comfortable working closely with product and engineering teams, with a strong understanding of how to troubleshoot technical issues and guide customers through complex product environments.
• Data-Driven Approach: Proficient in leveraging data, analytics, and KPIs to inform decisions, set targets, and measure success. Experience using customer engagement and support tools is a plus.
• Leadership & Communication: Exceptional team leadership, mentoring, and communication skills. Able to inspire trust, foster collaboration, and clearly communicate strategies and outcomes to internal and external stakeholders.
• Strategic & Tactical: Adept at strategic thinking yet willing to dive into the details to ensure success on the ground.

Why Join Donorbox?

• Mission-Driven Impact: Contribute to a platform that empowers thousands of nonprofits to do more good.
• Growth Opportunities: Join a scaling company at a pivotal moment, shaping the future of our customer experience and directly influencing the company’s growth trajectory.
• Collaborative Culture: Work with a passionate, diverse, and dedicated team that values honesty, empathy, and continuous improvement.

Details

• Fully remote based in Canada or United States
• Salary: $180,000–$220,000 USD, depending on experience and location, plus equity and a performance bonus tied to key metrics.

Benefits & Perks