Vice President of Customer Success

Sense

United States of America
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 06/22/2025
  • Website: www.sensehq.com
  • Company Address: 225 Bush St, San Francisco, CA, 94104
  • Salary Range: $210,000 - $250,000

About Sense

Sense—the leading AI-powered Talent Engagement Platform— redefines the recruitment process by seamlessly blending personalized, omnichannel candidate experiences with enhanced recruiter efficiency.

Job Description

Sense is a diverse, collaborative team tackling one of the most universal challenges in today’s workforce. With a mission to change the way companies engage with talent, we’re creating a better experience for employers, recruiters, and candidates. Your work at Sense will impact millions of people around the globe and will be instrumental in evolving an entire industry. Join us in shaping the workforce of the future!
 
Founded in 2015, Sense is a high-growth HR Tech SaaS startup with offices in the Bay Area and Bangalore. It has 300+ team members, serves 700+ customers, and has grown 100% year-over-year since launch. We have raised $90M in funding, backed by GV (Google), SoftBank, Accel, and Avataar Ventures.
 
As a part of the Sense team, you’ll play an active role in shaping and developing our products and processes. Our founders are lifelong entrepreneurs with a history of building, scaling, and successfully exiting large companies. At Sense, your career goals will be supported through active mentorship and learning and development opportunities. We’re an experienced team and looking for great people to add to our team.
Job Description
Sense is seeking an experienced leader to head our Customer Success team with the guidance of our Co-Founder and Head of Product.  Our ideal candidate has worked successfully in a SaaS environment with heavy operational experience.  This is a department head position that oversees Technical Support, Implementation and Customer Success Management and Operations.  This role is fully remote and based in the US - Pacific, Mountain, Central or Eastern timezones.
Key responsibilities
  • Set the overall vision and strategic plan for maximizing Sense’s customer retention including with a strong focus on driving product adoption, creating a positive customer experience, driving growth through renewals and customer relationship management
  • Drive customer outcome initiatives that
    • Optimize onboarding and product engagement
    • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
    • Reduce churn and drive new business growth
  • Own and drive the renewal of the customer end to end with strong forecasting, risk management and hands-on activity with the team.
  • Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement in customer satisfaction
  • Foster collaboration across the organization with Sales, Marketing, Product and Engineering to align them to Sense’s Customer Success initiatives
  • Design operational practices and incentive programs to track performance of teams and individuals
  • Work closely with the Sales to determine strategies, forecast renewals, and identify opportunities and risks
  • Drive Account Growth Outcomes:
    • Expand our revenue in accounts with upsell opportunities and long term renewals
    • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Oversee the global customer success team, providing guidance, motivational leadership, and professional development to ensure both high performance and that team is success oriented, engaged, and aligning their efforts to the mission and vision of the organization
  • Address escalated client issues with speed and urgency, orchestrating resources across the company with influence and understanding of Company priorities and goals
  • Continuously iterate and improve Sense’s customer success processes and tools to improve efficiency and effectiveness
  • Regularly report insights on Sense’s Customer Success metrics to the senior executive team identifying trends, opportunities and report on customer success performance
Job Requirement
  • 7 to 10 years of experience in Customer Success with at least 4 years in Management.
  • Experience in a Customer Success leadership position managing managers across the different customer success functions. This might be your first time in the “head of” role, but you should have managed sizable customer success teams in the past.
  • Strong track record of success managing adoption, NDR and GDR to world class levels.
  • Experience managing international teams. We have a team split between the US and India, including managers on the ground in India.
  • Data driven mindset to be able to monitor the team paired with a strong “roll up the sleeves” mentality. We all contribute to making customer successful and jump on calls and outreach to help the team with tricky situations.
  • Ability to connect directly with executives at our customers and form strong relationships at the top.
The following represents the base salary range for this position:  $210,000-$250,000 USD base per annum.  This position is qualified to earn additional bonus/commission to increase on target earnings, as well as participate in our Stock Options Plan  Final offer amounts are determined by multiple factors, including geographic location, candidate experience and expertise, and may vary from the range listed above.
 
Sense is an equal opportunity employer.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.