What are the responsibilities and job description for the SVP Customers (4568) position at HIRECLOUT?
Job Title
SVP, Customers
Role Overview
Join a rapidly scaling, AI-driven SaaS company serving government and public-sector organizations across major U.S. cities and global regions. This executive role sits on the leadership team and oversees all post-sale functions that directly shape customer outcomes and long-term account growth. The mission is impactful: helping public agencies better understand and serve their communities. This position is ideal for a customer-obsessed operator who excels at strategic leadership, complex account management, and building high-performing post-sale organizations.
Key Responsibilities
Benefits and perks will be discussed with candidates during the application process.
Applicants must be currently authorized to work in the United States on a full-time basis now and in the future. This position does not offer sponsorship.
SVP, Customers
Role Overview
Join a rapidly scaling, AI-driven SaaS company serving government and public-sector organizations across major U.S. cities and global regions. This executive role sits on the leadership team and oversees all post-sale functions that directly shape customer outcomes and long-term account growth. The mission is impactful: helping public agencies better understand and serve their communities. This position is ideal for a customer-obsessed operator who excels at strategic leadership, complex account management, and building high-performing post-sale organizations.
Key Responsibilities
- Own the complete customer lifecycle including onboarding, adoption, value realization, retention, renewal, and expansion
- Lead and scale teams across Customer Success, Account Management, Professional Services, Onboarding, and Support
- Drive net retention across a large enterprise government customer base
- Hold commercial responsibility for renewals, upsells, and annual expansion
- Serve as executive sponsor for key enterprise government and public-safety accounts
- Partner closely with Product and Engineering to inform roadmap decisions
- Define and monitor customer health, usage patterns, renewal risk, churn drivers, and expansion opportunities
- Build scalable operating processes for onboarding, services delivery, and support
- Lead and mentor senior managers, including VP and Director-level leaders
- Strengthen organizational alignment around retention as a top company priority
- Maintain strong relationships with city executives, agency leaders, and departmental stakeholders
- 10 years of enterprise Customer Success, Account Management, or Post-Sales SaaS leadership
- Direct ownership of large, complex enterprise account portfolios
- Proven track record improving renewals, retention, and expansion in a recurring-revenue model
- Experience leading cross-functional post-sale organizations of 20 to 40 people
- Background working with government, public sector, or highly regulated industries
- Strong executive presence with the ability to engage senior stakeholders
- Demonstrated success navigating complex procurement cycles and contract structures
- Experience operating in global, distributed, cross-cultural environments
- GovTech or public safety SaaS background
- Experience leading customer orgs during periods of churn or retention stabilization
- Exposure to enterprise AI, analytics, or data platforms
- Based in or able to commute regularly to New York City
- Executive leadership team role with direct CEO visibility
- Opportunity to influence long-term strategy and future organizational structure
- Mission-driven environment supporting government and community-impact initiatives
- Positioned for future executive growth (CCO, CRO, COO)
- Competitive compensation at $400K to $450K OTE (70/30 split)
Benefits and perks will be discussed with candidates during the application process.
Applicants must be currently authorized to work in the United States on a full-time basis now and in the future. This position does not offer sponsorship.
Salary : $400,000 - $450,000