VP of Customer Success

VP Of Customer Success Job Description Rabbet is transforming the construction finance industry, connecting people and data to streamline workflows and improve financial outcomes across billions of dollars in construction projects. We offer cloud-based solutions for construction lenders and real estate developers, enabling less manual work, faster funding, and automatic compliance verification. We're seeking a revenue-minded, product-savvy, customer-obsessed executive to lead our Customer Success organization. This leader will turn the post-sale experience into a predictable growth engine by driving adoption, expansion, and advocacy across our customer base. You\'ll be responsible for delivering measurable revenue outcomes, elevating the customer voice internally, and strengthening Rabbet's reputation externally. What You'll Do (Key Responsibilities) The VP of CS will be measured on their ability to drive measurable outcomes and instill a culture of high ownership. Drive Revenue Growth: Define and execute a strategy using SaaS post-sales mechanics to achieve positive outcomes in Gross Retention Rate (GRR) and significantly grow Net Revenue Retention (NRR) to be above industry standards. Accelerate Time-to-Value: Redesign and own the customer lifecycle to deliver a clear, measurable ROI within 90 days that drives adoption and long-term retention. Build Customer Advocacy: Turn customer success into market impact through structured advocacy programs (case studies, references, G2 reviews, conferences) that directly drive pipeline and revenue growth. Strategic Product Partnership: Map out a new product input path to synthesize unprioritized customer feedback ("noise") into clear, actionable signals that directly influence the Product and Engineering roadmap. Lead with Ownership: Instill a culture of high agency and ownership. Eliminate the tendency for problems to be "thrown over the fence" to Product, Engineering, or the CEO. Optimize Operations: Clear up and simplify the Sales-to-CS handoff and train both organizations in the streamlined process with clear documentation / templates. Scale the Team: Lead post-sales teams through scale without adding excess headcount or tool costs. Coach and incentivize key team members to help drive the team through transition. Inspect and Expand: Inspect Quarterly Business Review (QBR) motions as a path to expansion and increased customer ROI. What You'll Bring (Required Skills & Experience) Skills & Fluency Customer Financial Fluency: The ability to frame customer impact, translate it into executive trade-offs, and define clear ROI for both Rabbet and the customer. Advocacy and Growth Expertise: Experience connecting customer satisfaction to measurable revenue impact. Operational Fluency: Deep mastery of SaaS post-sales mechanics required to achieve superior NRR / GRR outcomes. Strategic Communication: Ability to communicate and frame trade-offs in CEO / board language. Product Feedback Synthesis: Proven ability to turn customer insights into inputs, priorities, and influence on the product roadmap. Experiences Experience growing NRR meaningfully at a Series A-B SaaS company. Prior experience leading a post-sales team through scale without layering on excess headcount or tool costs. Demonstrated history of successfully partnering with Product / Engineering to drive roadmap via customer insights. Bonus: Familiarity with fintech, lending, or real estate workflows. Traits High Agency: Owns a bias to act and drive real change, committed to execution over merely reporting. Market Fluent: Excited to dive deep into the pain points of both the developer and lender customer segments. Builder Mentality: Focused on creating scalable systems that last, not documents that collect dust. Why Join Rabbet? Transformative Role: You will be the architect of the customer experience, directly building the growth engine for a high-growth SaaS company. Impact: You will solve core leadership and systems flaws, directly impacting company valuation and future trajectory. Industry: Be part of a company transforming the multi-billion dollar real estate finance industry. #J-18808-Ljbffr