Cents1mo ago

USD 200000–230000/yr

VP, Customer Success

New YorkFull timemid

OtherVp, Customer Success

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Quick Summary

Overview

Want to be a part of a team revolutionizing and leading an entire industry with no real competition? The laundry industry is a $40+ billion dollar market,

Technical Tools

OtherVp, Customer Success

Want to be a part of a team revolutionizing and leading an entire industry with no real competition? The laundry industry is a $40+ billion dollar market, and the Cents platform is making it easier for laundromats, dry cleaners, and all garment care businesses to grow, manage, and understand their business. Backed by top-tier investors like Bessemer, Camber Creek, and Tiger Global, Cents is one of the fastest-growing vertical SaaS companies in the USA, and we're just getting started. Already profitable and growing incredibly quickly each year, we have entered the absolute best stage of being a startup. Cents is a New York-based technology company passionate about transforming the laundry industry and dedicated to enabling new ways of working, earning, and living. Cents is modernizing garment care businesses by providing an all-in-one, business-in-a-box platform to help operators start, manage, and grow their businesses. Our team is full of passionate technology experts obsessed with supporting and empowering SMBs. We feel the unique responsibility and opportunity we have to elevate an industry. We're adding great talent to help achieve this mission, and that's where you come in!

Customer Success at our company is working—and working well. Customers are onboarding successfully, relationships are strong, and retention is solid. But we are entering the next phase of growth where we need:

Onboarding is measurable, scalable, and efficient
Product readiness and activation are clearly defined
Customer health is predictive, not reactive
CSM time is spent where it creates the most value
Customers are segmented intentionally, not accidentally
Success is measured by Net Revenue Retention (NRR) across software and payments
This role exists to institutionalize excellence, bring structure without slowing momentum, and build a Customer Success organization that scales with the company for the next decade.

You will define and operationalize what great looks like at every stage of the customer lifecycle.

This includes:

Establishing clear definitions of product readiness, activation, and ongoing adoption

Designing onboarding with measurable outcomes and clear exit criteria

Ensuring onboarding outcomes set the foundation for long-term success

Aligning Customer Success, Product, Sales, and Support around shared definitions of customer progress and end-to-end customer experience

Clarifying ownership across teams—what CS handles, what Support handles, and where Product must improve

Expand the scope of Customer Success to include broader Customer Experience, spanning Onboarding, Customer Success, and Support alignment

Own Onboarding and Customer Success outcomes directly, with clear accountability for activation, adoption, and retention

Maintain a dotted-line partnership with Support—not a direct management responsibility, but accountable for ensuring customers have the right channels, responsiveness, and resolution pathways

Act as the quarterback of the end-to-end customer journey, ensuring a seamless experience from initial onboarding through ongoing engagement and support

Today, customer attention is not always aligned with customer impact. You will change that.

You will design and implement a segmentation model that defines:

Customer tiers based on revenue, complexity, payment volume, and strategic value

Engagement models for each tier (high-touch, tech-touch, pooled, automated)

Which customers receive a named CSM

Onboarding experience by tier (self-serve, guided, white-glove)

You will build a customer health model that is:

Objective, not intuition-based

Predictive, not reactive

Actionable for CSMs

This includes:

Identifying leading indicators of churn and expansion

Integrating both software usage and payments data

Translating health signals into clear operational actions

Partnering with Product, Engineering, and Data to surface these insights directly in the tools CSMs use every day

Customer health should guide behavior—not just sit in a dashboard.

Retention is table stakes. The next phase of CS is driving Net Revenue Retention.

You will:

Align CS metrics and incentives around NRR

Integrate adoption, expansion, and payments growth into CS workflows

Ensure CSMs are rewarded for long-term customer value, not short-term saves

Encourage transparent conversations around downgrades and churn so the organization can learn and improve

You are inheriting strong teams with strong leaders. Your job is to elevate the organization, not micromanage it.

You will:

Coach and develop the Customer Success Director

Create clear career paths, expectations, and performance frameworks

Introduce scalable processes and operating rhythms

Build reliable reporting, forecasting, and executive visibility into the health of the customer base

Clear definitions of product readiness, activation, and success

Onboarding that is measurable and scalable

A trusted customer health model used daily by CSMs

Account tiering that aligns effort with customer value

Data-driven digital CS programs that enable scalable one-to-many customer engagement

AI embedded in CS workflows to surface insights and automate routine actions

Systems that support account planning, activity tracking, whitespace analysis, and expansion forecasting

Improved Net Revenue Retention across software and payments

CSM time focused on the right customers at the right moments

A Customer Success organization built to scale with the company

10+ years of experience

You’ve built or scaled Customer Success and onboarding organizations before

You’ve designed segmentation, health scoring, and NRR models from the ground up

You’re comfortable operating at both strategic and operational depth

You know the difference between activity and impact

You bring structure without bureaucracy

You respect what’s working—and know when it’s time to evolve it

Bonus if you have:

Led CS in a multi-product environment

Owned revenue-adjacent outcomes

Partnered closely with Sales, Product, and Finance

Listing Details

Posted: March 12, 2026
First seen: March 26, 2026
Last seen: April 23, 2026

Posting Health

Days active: 27
Repost count: 0
Trust Level: 44%
Scored at: April 23, 2026

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Cents

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Cents is a business management platform offering software and hardware solutions for laundromats and dry cleaners to help them grow, manage, and understand their business.

Employees

125

Founded

2019

Domain

trycents.com

Jobs

View 9 jobs

View company profile

Salary

USD 200000–230000

per year