VP of Customer Success

uConnect is on a mission to help more people realize their potential by improving access to career services for all people - early in their lives and throughout their careers. Initially focused on the traditional higher education market, uConnect's All-In-One Virtual Career Center is used by a wide range of institutions including UCLA, MIT, and Baton Rouge Community College to radically improve utilization of career services, career readiness and student outcomes. 

We're a mission-driven team working in a fun and collaborative culture which puts people first. We have a physical office in Cambridge, MA but operate as a fully remote organization, encouraging mobility, and for all employees to work from their ideal environment. uConnect is backed by leading technology investors including Growth Street Partners, Strada Education and LearnLaunch.

As the VP Customer Success at uConnect, you will lead a high-performing team focused on delivering exceptional client experiences across the full customer lifecycle, from onboarding through renewal, expansion, and support. You will be responsible for delivering measurable customer outcomes, driving net revenue retention and ensuring exceptional customer experiences at scale. 

You’ll define and execute the strategy that aligns customer goals with uConnect’s mission, enabling your team to deliver consistent, high-impact engagements across customer lifecycle. This is a strategic and hands-on operational role, you will design and implement programs that drive product adoption, customer engagement, renewal execution and expansion opportunities, all while continuously improving internal processes and operational efficiency. 

You'll work closely with cross-functional teams to champion the voice of the customer and ensure we have the systems, playbooks, tools and data in place to deliver consistent, repeatable success at scale. 

• Own and execute customer success strategy across onboarding, account management and customer support to maximize revenue retention and drive expansion and product adoption
• Define key performance indicators (NRR, upsells, renewal rate, CSAT, time to value) and implement repeatable playbooks to achieve them 
• Roll up your sleeves to build processes, write content, or jump in on key renewals when needed, this role is both strategic and operational 

• Partner closely with Sales, Product, and Marketing to align customer needs, expansion opportunities, budget priorities and value realization 
• Act as voice of customer in roadmap discussions, renewal forecasting, and company planning
• Work with leadership team on customer strategy and high-risk accounts

• Lead, mentor, and develop a high performing team made up of Onboarding Manager, CSMs, and Customer Support
• Be a player-coach, model expectations, give direct feedback, and jump in to support team execution when necessary 
• Develop and manage team to performance standards that support scale and customer outcomes 
• Model best-in-class objection handling and renewal conversations, support team directly on high-risk accounts while coaching confidence and ownership

• Own full lifecycle of customer support operations from triage to resolution, including ticketing, SLAs, escalation process, and day-to-day queue 
• Implement tools and systems to improve team operations, efficiency, visibility and responsiveness
• Continuously improve internal workflows, engagement models, and self service resources to deliver great customer experience 

• Bachelor’s degree or equivalent experience in business, communications, marketing, or a related field. 
• 8+ years of experience leading and scaling high-performing Customer Success teams and driving retention strategies, including at least 3+ years in a senior or leadership capacity. Proven ability to lead/manage onboarding, CSM and support functions in rapidly changing SaaS environment 
• Player-coach leadership style with a track record of both strategic design and hands-on execution, including leading and managing escalations, renewal conversations and customer objection handling. 
• Experience building and scaling customer lifecycle strategics, segmentation models, and engagement framework that drives retention, product adoption and revenue growth.
• Operational expertise implementing processes, tooling, and systems (e.g., Vitally, hubspot, Gong) to scale customer success, optimize support delivery and measure impact via KPIs. 
• Strong leadership presence and collaboration skills, proven ability to influence Product, Sales, and Marketing teams by championing the voice of the customer and aligning business outcomes.
• Analytical mindset with ability to use data and feedback loops to measure/forecast risk, identify trends, and inform strategic direction.
• Excellent communication, problem-solving and situational leadership skills with comfort navigating high-stakes conversations internally and externally.
• Background in SaaS, higher education, or career services technology is a plus.

• Remote work and flexible schedule
• Gold PPO health insurance with nation-wide networks covered at 100% for employee premiums and 60% for dependents 
• Dental insurance covered at 75% for employee premiums and 50% for dependents 
• Vision insurance covered at 75% for employee premiums
• Optional Health and Dependent Care FSAs
• One Medical Primary Care Membership
• 100% vested 401(k) with 100% of employee contributions matched up to the first 3% of pay and 50% of employee contributions matched on the next 2% of pay after a 90-day waiting period
• Employer paid $50,000 basic life insurance policy
• Unlimited paid vacation time
• 12 weeks paid parental leave after one year of employment
• Home office stipend

What else should you know?  

At uConnect, we care deeply about our people. We know that a properly incentivized and highly motivated team is critical to our success and seek to ensure our employee experience reflects that. We offer competitive compensation, including participation in a generous employee equity stock option program, and a wide range of employee benefits, and are always committed to being an equal-opportunity employer.

Interested but not sure you're the right fit?

If this sounds like a company you would like to join, but it may not be the right role, please don't hold back from reaching out. Whatever skills you bring to the table or background you're coming from, and we welcome you to start a conversation with us. Just use the subject line: "General Interest."

EEO Statement

Equal Opportunity Employer

uConnect is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws. 

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please contact [email protected].