VP of Customer Success

Overview

uConnect is on a mission to help more people realize their potential by improving access to career services for all people - early in their lives and throughout their careers. Initially focused on the traditional higher education market, uConnect's All-In-One Virtual Career Center is used by a wide range of institutions including UCLA, MIT, and Baton Rouge Community College to radically improve utilization of career services, career readiness and student outcomes.

We’re a mission-driven team working in a fun and collaborative culture that puts people first. We have a physical office in Cambridge, MA but operate as a fully remote organization, encouraging mobility and allowing all employees to work from their ideal environment. uConnect is backed by leading technology investors including Growth Street Partners, Strada Education and Learn Launch.

• Own and execute customer success strategy across onboarding, account management and customer support to maximize revenue retention and drive expansion and product adoption.
• Define key performance indicators (NRR, upsells, renewal rate, CSAT, time to value) and implement repeatable playbooks to achieve them.
• Roll up your sleeves to build processes, write content, or jump in on key renewals when needed; this role is both strategic and operational.
• Partner closely with Sales, Product, and Marketing to align customer needs, expansion opportunities, budget priorities and value realization.
• Act as voice of customer in roadmap discussions, renewal forecasting, and company planning.
• Work with leadership team on customer strategy and high-risk accounts.
• Lead, mentor, and develop a high‑performing team made up of Onboarding Manager, CSMs, and Customer Support.
• Be a player‑coach
  , model expectations, give direct feedback, and jump in to support team execution when necessary.
• Develop and manage team to performance standards that support scale and customer outcomes.
• Model best‑in‑class objection handling and renewal conversations
  , support team directly on high‑risk accounts while coaching confidence and ownership.
• Own full lifecycle of customer support operations from triage to resolution, including ticketing, SLAs, escalation process, and day‑to‑day queue.
• Implement tools and systems to improve team operations, efficiency, visibility and responsiveness.
• Continuously improve internal workflows, engagement models, and self‑service resources to deliver great customer experience.

• Bachelor’s degree or equivalent experience in business, communications, marketing, or a related field.
• 8+ years of experience leading and scaling high‑performing Customer Success teams and driving retention strategies, including at least 3+ years in a senior or leadership capacity; proven ability to lead/manage onboarding, CSM and support functions in a rapidly changing SaaS environment.
• Player‑coach leadership style with a track record of both strategic design and hands‑on execution, including leading and managing escalations, renewal conversations and customer objection handling.
• Experience building and scaling customer lifecycle strategies, segmentation models, and engagement frameworks that drive retention, product adoption and revenue growth.
• Operational expertise implementing processes, tooling and systems (e.g., Vitally, Hub Spot, Gong) to scale customer success, optimize support delivery and measure impact via KPIs.
• Strong leadership presence and collaboration skills, proven ability to influence Product, Sales and Marketing teams by championing the voice of the customer and aligning business outcomes.
• Analytical mindset with ability to use data and feedback loops to measure/forecast risk, identify trends and inform strategic direction.
• Excellent communication, problem‑solving and situational leadership skills with comfort navigating high‑stakes conversations internally and externally.
• Background in SaaS, higher education, or career services technology is a plus.

• Remote work and flexible schedule.
• Gold PPO health insurance with nationwide networks covered at 100% for employee premiums and 60% for dependents.
• Dental insurance covered at 75% for…