VP, Customer Success

What Do We Do? Triple Whale is the AI operating system built for modern ecommmerce. We help you see what's actually working in your business, what's not, and what to do next. Then we take action for you — pausing the underperforming ad, generating the next batch of creative, flagging the inventory risk before it bites. We pull every signal in your business into one place, and put it on the most trusted measurement foundation in the industry. And on top of that, we give you the most actionable AI in commerce — Moby 2 — letting you tap any LLM you want, grounded in the full context of your business. Moby 2 doesn't just surface insights, it executes decisions for you, with automations that make the rest of your stack smarter. The result: more than 60,000 brands like Pressed Juicery, OUAI, and True Classic turn mountains of complex data into actions that actually grow profit, at a speed and scale that is not humanly possible. What You're Applying for This role owns everything that happens after the deal is signed, ensuring customers successfully onboard, adopt, and realize ongoing value. Reporting directly to the COO, you’ll oversee Customer Success, Solutions Engineering, Customer Support, and Implementation, building a seamless, high-impact journey from initial onboarding through long-term growth. Success in this role means driving strong retention and expansion, accelerating time-to-value, and building the systems and teams needed to scale without losing quality. What You’ll Do Own the full post-sale lifecycle, including Customer Success, Solutions Engineering, Implementation, Marketing Science and Support, ensuring a seamless, high-quality customer experience from onboarding through renewal and expansion Build and continuously optimize the post-sale operating system, including implementation methodologies, support workflows, and customer success playbooks, to drive faster time-to-value, scalable adoption, and efficient growth Design and scale a segmented customer journey (enterprise, mid-market, SMB, and tech-touch), aligning coverage models and engagement strategies to maximize impact and efficiency Own retention and expansion as core revenue drivers, with clear accountability for NRR, GRR, and customer outcomes Develop and operationalize data-driven playbooks across the lifecycle, including onboarding, activation, feature adoption, expansion, and churn mitigation Establish and evolve a robust customer health model and measurement framework, leveraging product usage data and predictive signals to proactively identify risk and growth opportunities Lead the strategy for driving adoption of new features and products, including customer education, lifecycle engagement, and in-product enablement Own and optimize the onboarding and implementation experience, reducing time-to-value through standardized processes, segmentation, and continuous iteration Transform Customer Support into a strategic advantage by improving SLAs, CSAT, and resolution efficiency, while scaling self-serve and AI-driven support capabilities Partner closely with Sales to ensure strong handoffs, aligned expectations, and a cohesive expansion motion Build a structured Voice of Customer program, translating feedback into actionable insights and partnering with Product and Engineering to influence roadmap and drive customer value Elevate how we communicate value to customers, ensuring clear, consistent articulation of ROI and impact across the lifecycle What You’ll Bring 15+ years in Customer Success or post-sale leadership roles within SaaS Experience leading multiple post-sale functions (CS, Implementation, Support or similar) Strong track record driving retention, expansion, and net revenue retention (NRR) Experience operating as part of a leadership team, partnering cross-functionally with Sales, Product, and Engineering Deep customer empathy paired with strong operational rigor Proven ability to build and scale teams, systems, and processes in a high-growth e