VP, Customer Success

Overview

Job description About :  is the world's leading commerce partnership marketing platform, transforming the way businesses grow by enabling them to discover, manage, and scale partnerships across the entire customer journey. From affiliates and influencers to content publishers, brand ambassadors, and customer advocates,  empowers brands to drive trusted, performance-based growth through authentic relationships. Its award-winning products—Performance (affiliate), Creator (influencer), and Advocate (customer referral)—unify every type of partner into one integrated platform.

As consumers increasingly rely on recommendations from people and communities they trust,  helps brands show up where it matters most. Today, over 5,000 global brands, including Walmart, Uber, Shopify, Lenovo, L’Oréal, and Fanatics, rely on  to power more than 225,000 partnerships that deliver measurable business results.

Your Role at :

The Vice President of Customer Success (VP, CS) is responsible for building, scaling, and leading a world-class Customer Success organization that operates as a core growth engine for  This leader will drive net revenue retention, expansion, and long-term customer value across ’s customer base.

This role owns the full post-sale customer lifecycle—adoption, value realization, renewal, and expansion—while evolving Customer Success into a predictable, forecastable commercial motion. You will partner closely with Sales, Product, Marketing, and Finance to ensure customer outcomes directly translate into measurable revenue impact.

This is a builder, operator, and transformation leadership role. You will design the operating model, implement scalable playbooks, operate as a people-centered change agent, and build a best-in-class team while consistently delivering against ambitious growth targets.

Revenue Growth & Commercial Ownership

• Consistently exceed commercial targets in line with company growth plans
• Establish Customer Success as a reliable, forecastable revenue engine
• Drive executive-level engagement with high-value and strategic advertiser accounts
• Translate customer outcomes into clear, measurable commercial impact
• Partner closely with Sales on account strategy, renewals, upsells, forecasting, and deal structuring

Customer Success Strategy & Execution

• Design and execute a scalable Customer Success operating model
• Segment customers and align coverage models (high-touch, tech-touch, pooled)
• Build and operationalize repeatable playbooks that scale across customer tiers
• Define success plans tied directly to customer business objectives and KPIs
• Ensure consistent, high-quality value delivery throughout the customer lifecycle

Leadership, Transformation & Team Development

• Build, mentor, and lead a high-impact team of Customer Success leaders and managers
• Operate as a change agent, guiding teams through meaningful transformation with clarity, empathy, and strong execution discipline
• Set clear performance expectations aligned to customer outcomes, retention, and revenue growth
• Raise the bar through intentional hiring, coaching, and development to build a best-in-class organization
• Foster a culture that is humble, kind, highly accountable, and relentlessly execution-focused
• Partner with HR to shape hiring strategy, career progression, leadership development, and succession planning

Data, Systems & Scale

• Define, track, and operationalize core CS metrics, including NPS, CSAT, churn, GDR, and NDR
• Use data and insights to proactively identify risk, expansion, and lifecycle optimization opportunities
• Implement and optimize CS tooling to scale account health monitoring and proactive engagement
• Drive increased feature adoption, platform usage, and GTV growth
• Build scalable processes that support rapid growth without sacrificing customer experience

Cross-Functional Collaboration

• Serve as the voice of the customer at the executive leadership level
• Act as a trusted collaborator who moves fast and makes high-quality decisions
• Partner deeply with Sales on renewals, upsells, cross-sells, forecasting, and long-term account strategy
• Influence Product roadmap decisions using customer insights, adoption data, and market…