VP, Customer Success

Who We Are

We’re Personified: a managed IT + cybersecurity services provider for campaigns, non-profits, and mission-aligned organizations. Our mission is to lead technology and security programs for our clients, enabling them to focus on their mission-critical work.

We act as an extension of our client teams — we handle all the responsibilities a traditional internal IT team would. We’re in our clients’ Slacks, we’re on a first-name basis with them (and their pets), we’re new hires’ first point of contact, and we’re the first stop for tech and cybersecurity issues. We aim to build trust, and we leverage this to keep the bad actors out.

Some of the biggest names in the progressive space have leaned on us as their trusted IT + cybersecurity partner. We are looking for top IT talent as we continue to scale our team.

About the Role

The VP, Customer Success  is a key leadership role responsible for the strategic oversight and successful execution of all technical programs across Personified. This position will lead and mentor a team of Technical Programs staff, ensuring the delivery of high-quality and impactful projects that meet client expectations and exceed business objectives. The ideal candidate will be a visionary leader with a proven track record of success in managing complex projects, building and motivating high-performing teams, and driving continuous improvement. 

This role will report to the CEO or CTO.
 

Responsibilities Overview:

Account Management & Client Leadership

• Set strategy and goals: Develop and implement the overall customer success strategy, aligning it with company objectives and setting key performance indicators (KPIs).
• Drive revenue growth: Focus on increasing renewal rates and revenue through upsells and cross-sells by identifying opportunities and ensuring customers see value in the product.
• Define and lead the long-term strategy for account management and  technical program management, ensuring Personified’s project delivery model scales effectively across clients and business lines.
• Serve as the ultimate backstop for client issues, providing executive-level oversight and intervention when complex challenges arise.
• Establish and maintain strong relationships with key clients, deeply understanding their goals, challenges, and operational needs. Act as both a strategic partner and expert project manager to ensure successful delivery and sustained client trust.

Internal Leadership & Technical Program Management

• Lead and develop the team: Recruit, hire, train, and mentor customer success managers and leaders to build a world-class team.
• Establish operational rigor: Implement and scale processes for customer onboarding, adoption, renewals, and support to ensure efficiency and consistency.
• Track and report on performance: Establish systems for tracking key metrics such as delivery performance and resource utilization, and report on customer success performance to the executive team and board.
• Champion the "voice of the customer": Represent customer needs and feedback in leadership meetings and influence product roadmaps and sales strategies.
• Standardize work product, establishing consistent processes, documentation, and success metrics for all technical initiatives.
• Oversee coordination of contractor and vendor work to ensure alignment with internal project standards, timelines, and quality expectations.
• Define and implement best practices and methodologies for project management across the organization.
• Collaborate with Finance and Operations leadership to align project capacity, staffing, and forecasting models with strategic priorities.
• Proactively identify and mitigate potential risks and challenges related to project delivery.
• Identify and implement process improvements to increase efficiency, reduce costs, and enhance overall project success.
• Serve as a thought partner to the executive team on organizational scalability, systems, and cross-functional process design.
• Lead organizational resource management efforts, ensuring effective allocation of staff, time, and budget across active projects to balance capacity and maintain delivery quality.
• Other duties as assigned.

Qualifications

• Minimum 10 years of experience working in Customer Success, leading a customer success department with proven performance and specific revenue goal achievement (typically set by the company interviewing for such a position). 
• Experience in project or technical program management, including at least 5 years in a senior leadership or executive capacity overseeing multiple cross-functional teams.
• Proven experience in managing complex, organization-wide technical programs and scaling project operations.
• Strong analytical and problem-solving skills with the ability to think strategically and creatively.
• Deep understanding of project management methodologies (e.g., Agile, Waterfall) and best practices.
• Experience in building estimates and project plans, and tracking & managing burn, margin, etc.
• Strong leadership, mentorship, and coaching skills.
• Excellent communication, interpersonal, and presentation skills, with the ability to influence at all levels of the organization.
• Demonstrated success in standardizing systems, processes, and reporting for technical delivery and capacity planning.
• Experience with project management software tools (e.g., Monday.com, Asana, Jira).
• Experience in the IT/technology industry is highly preferred.
• Experience working with clients in the non-profit or political/campaign space is a plus.
• Bachelor’s degree required; advanced degree in business, operations, or technology preferred.
• Project Management Professional (PMP) certification is a plus.

Benefits

• Remote work environment
• Healthcare packages contributed to by Personified
• Optional 401K matched by Personified
• Cell phone stipend
• Annual learning & development stipend