VP of Customer Success

Organizational Profile  

CarePortal is a Care-Sharing technology that drives action for local kids and families in crisis. We subscribe to the vision that through the Church and Community, there can be More Than Enough care for every child through the power of Care-Sharing in local communities before, during, and beyond foster care. The goal is transformation from child welfare to family well-being in the lives of hurting children/families, the Church, and the Community. We develop and mobilize robust Care-Sharing Networks and lead with Courage, Humility, and Excellence.  

Position Summary 

The Vice President of Customer Success is a senior executive leader responsible for defining, building, and scaling CarePortal’s Customer Success function to ensure customers are effectively activated, engaged, and growing in their impact over time. 

Reporting to the COO, this role operates as a key member of the executive leadership team, working in close partnership with other Vice Presidents to drive organization-wide strategy, alignment, and execution. The VP of Customer Success ensures that CarePortal’s operating model translates into measurable outcomes: more requests met, stronger engagement, and sustained care for children and families. 

This leader owns the full post-acquisition customer lifecycle, from onboarding through activation and ongoing success, ensuring that systems, teams, and processes are aligned to deliver a consistent, scalable, and mission-driven customer experience. 

The VP of Customer Success plays a critical role in advancing organizational clarity, strengthening cross-functional collaboration, and building the infrastructure required to scale CarePortal’s impact nationally. 

Your Responsibilities Include: 

Leadership & Organizational Alignment 

• Serve as a key member of the senior leadership team, partnering with the COO and fellow VPs to shape organizational strategy, priorities, and execution. 

• Contribute to enterprise-level decision-making, ensuring Customer Success is aligned with CarePortal’s mission, growth objectives, and operational strategy. 

• Provide leadership and clarity across the organization during periods of change and growth. 

• Model and reinforce CarePortal’s culture of servant leadership, courage, humility, and excellence. 

Customer Success Strategy 

• Define and implement a scalable Customer Success model aligned to the lifecycle (Onboarding, Activation and Success ownership). 

• Establish segmentation strategies (churches, agencies, champions) to optimize engagement and impact. 

• Establish playbooks for onboarding, activation, engagement, reactivation, and growth. 

• Ensure consistent and high-quality customer experience across all segments. 

Cross-Functional Collaboration 

• Partner with Product and Data teams to create Customer Success dashboards for team task management and performance tracking. 

• Ensure seamless handoffs between Network Development, Onboarding and Engagement. 

• Collaborate with Operations to refine processes and improve efficiency. 

• Work with Network Development to ensure strong acquisition-to-onboarding handoffs. 

• Coordinate with Marketing and Product to make customer connections for user research and meaningful connection stories. 

Operational Excellence and Scalability 

• Build and refine customer support systems that enable the organization to scale without losing the relational aspect of the mission. 

• Champion the adoption of automation and process improvements to increase effectiveness. 

• Ensure CRM and chosen tools are utilized consistently as the system of record for customer lifecycle management 

What You Bring to the Organization: 

Experience & Skills 

• Bachelor's degree in business, Organizational Leadership, or related field. 

• 8–10 years of experience in Client Services, Training, Account Management, or related leadership roles. 

• Proven experience building or scaling a Customer Success function. 

• Strong understanding of lifecycle management, segmentation, and retention strategies. 

• Experience building high-performing teams. 

• Data-driven decision-maker with experience using CRM, dashboards and KPIs. 

• Financial acumen and experience with budget development, management, and forecasting 

• Exceptional communication and presentation skills, comfortable presenting to executive teams and boards 

• Collaborative approach with ability to influence across departments without direct authority 

• Ability to lead through change and build trust across teams. 

• Passionate about CarePortal’s mission and committed to our core values: Courage, Humility, and Excellence. 

Final Word: 

This is not a maintenance role. This is a transformation role. We need a Strategic Leader who will innovate relentlessly and drive CarePortal to its next level of national and global impact. 

The above description is not intended to be comprehensive, but rather a focused list of priorities. Success provides the opportunity to not only build a career but also bring much-needed support and care to local children and families in crisis across the United States. Successful candidates, like all CarePortal, LLC employees, are expected to live and work consistent with CarePortal’s vision, mission, and values. 

CarePortal, LLC, a subsidiary of the nonprofit organization The Global Orphan Project (GO Project), is a Care-Sharing technology that drives action for local kids and families in crisis. 

This platform, which brings Christian churches to the point of care for each request made on behalf of children and families, can be used to connect a diverse network of churches, child-serving agencies, businesses, and individuals who care. Learn more at www.careportal.org. 

CarePortal, LLC offers a competitive benefits package for full-time positions (30 hours per week) including health, dental, vision and employer paid life insurance, retirement savings and generous PTO plan and a highly competitive, market-indexed compensation when compared to similar non-profit roles. Compensation is commensurate with relevant skills and experience. 

The Global Orphan Project is a 501c3 nonprofit located at 3161 Wyandotte, Kansas City, MO 64111. 

CarePortal LLC associates are at-will employees. 

www.goproject.org www.careportal.org