Vice President of Client Success

Responsibilities

• Strategy Development & Execution
• Drive the vision for Client Success and make strategic decisions that align with market positioning and overall business strategy.
• Translate the vision and strategy into actionable department goals and priorities while keeping teams focused and motivated.
• Support strategic planning in collaboration with the Leadership Team.
• Use data-driven insights and comprehensive metrics/KPIs to make informed, executive-level strategic decisions with significant business impact.
• Collaborate cross-functionally with Outreach, Product, Community and Marketing teams to develop strategies for client acquisition, retention, and engagement.


• Service Delivery Excellence & Operations
• Lead, manage, and develop the full Client Success organization—including Client Management, Customer Success Engineering, Support, and Education Services - ensuring each function has clear roles, strong managers, and aligned goals.
• Oversee and strengthen client services delivery, including by building on and refining our delivery playbooks, identifying opportunities for enhanced value and efficiency, and ensuring our remote team has the structure and clarity to succeed.
• Assess and upgrade our current client success infrastructure by addressing gaps, refining our existing internal processes, and overseeing improvements to tooling.
• Develop and implement operational best practices for Client Success.
• Support capacity planning and analysis to ensure people are in a position to succeed.


• Client Retention & Growth
• Drive retention excellence by ensuring clients renew subscriptions and achieve target retention metrics.
• Serve as executive sponsor for select strategic accounts, critical escalations, and C-suite relationships to ensure long-term partnership success. 
• Become a subject matter expert on UpMetrics products, services, and the social impact sector to best position UpMetrics to support client business goals.
• Develop expansion revenue through strategic upselling/cross-selling initiatives and client advocacy programs that generate referrals and success stories.

About You

• You have 10+ years of demonstrated experience in Client Success within a SaaS and Services environment, with at least 5 years in senior positions managing multiple teams. 
• You are a self-starter who thrives in ambiguity and is ready to roll up your sleeves to build something new. 
• You are skilled at operational oversight, capable of managing a distributed team while providing clarity and efficiency across multiple complex client accounts and internal initiatives.
• You operate with high agency and adaptability, ready to navigate evolving circumstances and drive progress.
• You possess the ability to both define the strategy and lead its execution.
• You are passionate about continuous operational improvements and client satisfaction, with proven ability to leverage technology and automation to increase efficiency.
• You possess strong analytical skills to leverage metrics in making data-driven decisions with significant business impact.  
• You are an empathetic leader who models humility, is committed to developing and empowering team members, and serves as a trusted advisor and partner to your peers and team members.
• You demonstrate attention to detail and hold yourself and your team accountable for reliability and high-quality work product.
• You are passionate about the social impact sector and are motivated by the opportunity to help mission-driven organizations succeed. 
• You have experience working with enterprise Client Success platforms.
• Experience in the impact sector (Grantmakers, Impact Investors, CSR, or Nonprofits) is a plus.

UpMetrics Values

• Our company values influence everything we do, from our work inside the office to how we choose our partners:
• Team First — ​​Collaboration is key. We support each other, respect each other’s strengths, varying backgrounds and views. We value everyone’s input.
• Client Focused — ​Our work is personal. Many of us have direct experience working in the field and are deeply passionate about what we do. We take a partner approach with all our clients.
• Show Integrity — We are open, honest, ethical, and fair. We expect integrity from the team internally and the people we choose to partner with. ​​
• Reflect and Improve — We are a data company always looking to get better. We test often, iterate, and look closely at metrics to build capacity and inform decisions.
• Let's Go! — To create positive change, we never settle. In uncharted territory, we embrace challenges as opportunities, take ownership, and strive for excellence.

Compensation & Benefits

• $160,000 - $190,000 annual salary, plus variable compensation
• Equity incentive plan
• 70% employer paid health insurance for employees and family 
• Dental and vision insurance
• Fully paid Life and Accidental Death & Dismemberment insurance 
• Fully paid Short- and Long-term Disability insurance
• Unlimited time off policy, plus paid holidays and monthly Wellness Fridays
• Paid parental leave policy, eligible after one year of employment
• FSA plan, lifestyle spending account (LSA) for eligible professional development, wellness, and mental health expenses, and Employee Assistance Program via The Hartford
• 401K plan
• Remote work equipment
• ​Annual company retreat and quarterly virtual company events
• Outstanding team and meaningful work