VP of Customer Success

Manufacturers and the teams that buy from them still lose time, money, and trust to fragmented sourcing. This role exists to make the product stick: customers adopt it, run critical procurement and supplier work on it, and stay because outcomes are visible. You will own delivery from first value through renewal, turning a complex manufacturing network into a reliable operating system for commercial and government buyers.

Performance Objectives

• Stand up a delivery model that gets new customers to a defined first-value milestone within an agreed window, with on-time attainment tracked every quarter.
• Lift net revenue retention by reducing implementation drag, adoption gaps, and preventable churn across the book of business.
• Design playbooks for supplier discovery, RFQ and PO workflows, and supplier management so customers reach measurable process gains, not just go-live.
• Build a delivery organization—implementation, customer success, and support escalation—with clear ownership, capacity plans, and quality standards.
• Partner with product and engineering so field evidence from commercial and public-sector accounts shapes the roadmap and cuts repeat delivery friction.
• Create an executive operating rhythm: health scores, risk reviews, and renewal forecasts the leadership team can act on.
• Protect trust in regulated and mission-critical accounts by meeting security, data, and service commitments without slowing value.

Environment & Resources

You report to the chief executive and lead delivery end to end. You will hire and coach a lean team, set the customer journey, and work daily with product, sales, and solutions. The stack is a SaaS platform for supplier relationship management, strategic sourcing, and supply-chain visibility, including analytics and AI-assisted procurement. You will have authority over delivery process, staffing priorities within an approved plan, and the customer commitments you sign up to hit.

Essential Qualifications

• Proven ownership of post-sale outcomes in B2B SaaS, with a record of improving retention, time-to-value, or expansion.
• Experience delivering software into procurement, manufacturing, or supply-chain operations—not only generic enterprise IT.
• Ability to build and lead implementation and customer-success teams through an early scale-up, including hiring, coaching, and process design.
• Comfort serving both commercial buyers and government or regulated stakeholders, including security and contracting constraints.
• Skill translating messy supplier and sourcing workflows into measurable adoption goals product and delivery can share.
• Executive communication: crisp risk calls, renewal forecasts, and customer narratives that hold up under scrutiny.

Role Selling Points

• Own the outcome that decides whether the company becomes infrastructure for U.S. manufacturing commerce.
• Shape delivery while the motion is still being written—not inherit a frozen playbook.
• Work at the intersection of supplier data, sourcing workflows, and AI for procurement, where delivery insight directly changes the product.
• Serve buyers who feel the cost of a missed supplier or a slow RFQ in real operations, not abstract dashboards.
• Lead a focused team with direct access to founders and product, and real say over how customers succeed.

Call to Action

If you have built customer delivery that procurement and manufacturing leaders trust, apply. Show us the outcomes you owned, the teams you built, and the renewals you earned.