VP of Customer Success & Support

About the Role:

• As Spellbook's VP of Customer Success & Support, you'll build and lead the function that ensures every customer gets extraordinary value from Spellbook.
• You'll design the strategy, structure, and systems for a global post-sale organization spanning customer success, onboarding, and support.
• You'll report directly to the COO and act as the executive voice of the customer inside Spellbook.

Key Responsibilities:

• Define and own the global strategy for customer success and customer support, including team structure and coverage model.
• Build, hire, and lead a high-performing global team of customer success managers, support specialists, and functional leaders.
• Own key outcomes including net revenue retention, customer satisfaction, renewal rate, support responsiveness, and product adoption.

Qualifications:

• 10+ years of experience in customer success and/or customer support, including significant director-level leadership in a B2B SaaS company.
• Proven experience building and scaling a global, distributed CS/Support organization across multiple regions and time zones.
• Track record of owning retention and expansion metrics (NRR, churn, CSAT/NPS) and driving measurable improvement.