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PostPilot · 2 weeks ago

Vice President of Customer Success

United States

Full-time

Remote

Director/Executive

PostPilot is a fast-growing company revolutionizing the direct mail industry by helping brands connect with customers through personalized marketing. The Vice President of Customer Success will lead a large team to enhance customer retention and growth, ensuring a seamless experience across various departments.

Direct MarketingE-CommerceMarketing

Responsibilities

Improve renewals, reduce churn, and create natural opportunities for expansion and referrals

Manage, mentor, and motivate a large CX org. Bring structure, confidence, and accountability to a 40-person team

Build and maintain the simple systems and playbooks that help a big team run smoothly and consistently

Oversee everything after the sale — onboarding, activation, support, ongoing success, and renewals

Work closely with Sales, Product, Marketing, and Ops so customers experience one seamless company, not a set of silos

Qualification

Customer Success ManagementPerformance MarketingTeam LeadershipData AnalysisCross-Team CollaborationEmpathyCommunication

Required

You've already run a large, multi-function CX/CS or services team that owns revenue, not just NPS, and you've improved retention, renewals, and expansion at scale

You're fluent in performance marketing: comfortable talking about attribution models, incrementality, CAC/LTV, funnel metrics, and how offline channels like direct mail fit alongside email, SMS, paid social, and search

You can sit down with a CMO or Head of Growth and map direct mail into their broader portfolio; where it belongs in the funnel, how we measure impact, and how it plays in parallel with their other channels

You approach CX like a growth channel: you think in tests, cohorts, and playbooks; you care about conversion, retention, and expansion as much as satisfaction

An empathetic, visible leader who sets a high bar and makes people better

A customer advocate who listens deeply and makes sure the company reacts quickly and thoughtfully

Data-friendly, but not a slave to dashboards — you focus on what actually drives customer success

A strong communicator who brings teams together and keeps them aligned