VP of Customer Success

Base Pay Range $250,000.00/yr - $350,000.00/yr Location NYC-based (New York, NY) Company OpenAsset is the leading Digital Asset Management solution built for the Architecture, Construction, and Engineering industries, with over 1000 clients and 20 years of experience. Our mission is to inspire people through visualization of the built world—and with the launch of our AI-driven proposal generation tool, Shred.AI, we are expanding that mission further. Role Overview We’re looking for a VP of Customer Success who can build on our strong foundation of customer advocacy and operational excellence while scaling processes to support significant growth—from $25M to $100M+ in ARR. You’ll oversee our Onboarding and Professional Services teams along with our Customer Success and Account Management teams. You will ensure seamless onboarding, drive adoption across our multi-product platform, and deliver measurable value for our global customer base of 1,000+ clients. This executive will report directly to the CRO and will focus heavily on improving operational efficiency, scalability, and customer satisfaction—leveraging AI and automation to enhance every stage of the customer journey. This role will have an in‑office requirement of 3 days per week (Tuesday, Wednesday, Thursday) to foster collaboration, mentorship, and alignment across teams. Responsibilities Lead and develop the Customer Success, Onboarding, and Professional Services organization (including AM, CSM, IM, and SE teams). Optimize onboarding processes to improve time-to-value, customer satisfaction, and scalability as we continue to grow our global client base. Define and execute a customer lifecycle strategy that drives retention, cross-sell, and expansion across our product suite. Collaborate with Product, Engineering, and Revenue Operations to implement AI‑driven tools that enhance onboarding, customer engagement, and service efficiency. Partner with Sales Leadership to ensure smooth handoffs and alignment between new business and post‑sales. Partner with Marketing to ensure a strong in‑person presence at events and customer onsites. Develop scalable frameworks for account management and success planning, ensuring consistent delivery across all regions. Improve and track KPIs around NRR, churn, onboarding velocity, adoption, and customer health scores. Foster a culture of proactive customer success, where insights from customer data, feedback, and interactions continuously inform our strategy. Represent the voice of the customer to the executive team, influencing roadmap and go‑to‑market decisions. Hire, mentor, and grow talent within the Customer Success and Services teams to build a high‑performing, scalable organization. Skills & Experience 10+ years of experience in B2B SaaS with 5+ years leading Customer Success and Professional Services teams. Proven success scaling from ~$25M to $100M+ ARR, supporting 1,000+ clients globally. Experience managing multi‑regional teams including EMEA and APAC, and implementing global customer success frameworks. Strong understanding of customer onboarding, implementation, and renewal processes for complex, multi‑product SaaS platforms. Demonstrated ability to build and execute AI‑ and data‑driven customer strategies that improve efficiency and customer outcomes. Skilled in operational excellence, process design, and cross‑functional collaboration. Proven track record of improving key metrics such as NRR, GRR, and time‑to‑value. Exceptional leadership, communication, and analytical skills; highly proficient in tools like Salesforce, Gong, and AI‑driven productivity platforms. Experience in or affinity for the AEC (Architecture, Engineering, and Construction) industry is a plus. 20 days paid time off per year + federal holidays (UK style). Work from home flexibility. 401(k). Paid parental leave. Career growth and development opportunities. This position is not eligible for visa sponsorship. Axomic is an Equal Opportunity Employer. We base our employment decisions entirely on business needs, job requirements, and qualifications—we do not discriminate based on race, gender, religion, health, parental status, personal beliefs, veteran status, age, or any other status. We have zero tolerance for any kind of discrimination, and we are looking for candidates who share those values. Applications from women and members of underrepresented minority groups are welcomed. #J-18808-Ljbffr