What are the responsibilities and job description for the Vice President of Customer Success - SaaS position at eSkill?
About ESkill
eSkill is the best-in-class, pre-employment hard skill assessment platform for organizations looking to hire better candidates. Through a robust subject library, customizable tests, and white glove service, organizations can utilize eSkill to easily identify top job candidates. With millions of applicants tested and over 20 years of experience, eSkill has a proven track record of helping organizations optimize time-to-hire, reduce turnover, and improve their hiring outcomes.
Position Overview
eSkill is seeking an accomplished Vice President of Customer Success to lead and scale post-sale customer organization, including onboarding and support. This leader will define the customer journey, establish operational rigor, engage closely with customers, and partner cross-functionally with the Sales, Product, and Marketing teams to ensure our customers use our solutions, get a high value, and expand their partnership with eSkill.
Responsibilities
eSkill is the best-in-class, pre-employment hard skill assessment platform for organizations looking to hire better candidates. Through a robust subject library, customizable tests, and white glove service, organizations can utilize eSkill to easily identify top job candidates. With millions of applicants tested and over 20 years of experience, eSkill has a proven track record of helping organizations optimize time-to-hire, reduce turnover, and improve their hiring outcomes.
Position Overview
eSkill is seeking an accomplished Vice President of Customer Success to lead and scale post-sale customer organization, including onboarding and support. This leader will define the customer journey, establish operational rigor, engage closely with customers, and partner cross-functionally with the Sales, Product, and Marketing teams to ensure our customers use our solutions, get a high value, and expand their partnership with eSkill.
Responsibilities
- Own retention and expansion goals across the customer base (net revenue retention, churn, and NPS)
- Develop and execute the customer success strategy, aligning with company growth goals and customer needs
- Lead and mentor the CS team (Customer Success Managers, Onboarding, and Support) with a focus on scalable processes, customer value delivery, and career growth
- Design data-driven playbooks for onboarding, adoption, renewal, and advocacy to ensure consistent customer outcomes
- Partner with Product to influence roadmap priorities based on customer feedback and usage data
- Collaborate with Sales to ensure smooth handoffs, strong renewals, and upsell opportunities
- Implement metrics and systems to measure health, predict churn, and track value realization
- Champion the voice of the customer internally and externally to reinforce a customer-first culture
- 8 years in Customer Success, Account Management, or a related post-sale SaaS leadership role
- Experience in the HR Tech market highly desirable
- Proven track record of leading customer success teams in mid-market or enterprise SaaS environments, specifically in product adoption, churn mitigation, and expansion
- Experience with Installed Base Sales highly desirable
- Experience with strategic and day-to-day customer engagement practices to achieve customer value awareness and gather customer feedback and ideas about product improvements
- Deep understanding of customer lifecycle management, renewal processes, and data-driven success operations
- Strong cross-functional collaboration with Sales, Product, and Marketing
- Excellent communication, execution, strategic thinking, and leadership skills
- Passion for building teams, processes, and systems that scale
- Comfortable operating in a fast-paced, high-growth environment
- Health insurance plan with $0 deductible and $0 co-pay
- Dental and vision insurance plans
- Flexible spending account option
- Open PTO Policy plus 9 paid holidays per year
- Participation in our 401(k) savings plan
- Company-paid Life and AD&D coverage