VP of Customer Success
Location:Greater Boston Area (Hybrid)
Reports To:Chief Executive Officer (CEO)
About Profit Isle
Profit Isle is building a new category:Financial Intelligence, not financial reporting. We transform fragmented ERP, CRM, and HR systems into a unified, ontology-driven intelligence layer that explains profit, cost distortion, and operational performance in real terms. OurProfit OSsolution brings AI-enabled innovation to the Office of the CFO for large, complex organizations. We are not just providing analytics; we are defining a new language for how profit is modeled and understood.
The Role
As theVP of Customer Success, you are the architect of long-term value realization. While the VP of Sales builds the commercial engine to enter the market, you will ensure that our "Language of Profit" becomes deeply embedded within the DNA of our enterprise customers. This is a high-impact leadership role requiring a blend of technical SaaS deployment expertise and deep financial literacy. You will lead the transition from initial implementation to scaled, predictable customer growth and retention.
Core Responsibilities
- Post-Sales Strategy:Define and execute a global customer success strategy that aligns with Profit Isle’s strategic goals and ensures high-trust, long-term partnerships.
- SaaS Deployment Excellence:Oversee the end-to-end implementation of Profit OS, ensuring complex financial data from enterprise systems are accurately mapped to our proprietary ontologies, transformed into profit models, and driven into profitable growth by our customers.
- Revenue Retention & Expansion:Drive the profitability of existing accounts by identifying opportunities for expansion and ensuring renewals through proven ROI.
- Cross-Functional Collaboration:Partner closely with the VP of Sales to ensure a seamless handoff, and with theProduct Team to align the product roadmap with real-world customer outcomes.
- Team Building:Recruit and mentor a high-performance team of Customer Success Managers and Implementation Specialists who can navigate complex enterprise environments.
- Strategic Metrics: Establish and formalize Success OKRs and Personal Business Commitments (PBCs) focused on customer value, churn reduction, Net Promoter Score (NPS), and time-to-value.
WhatWe’reLooking For
- Financial Literacy:A deep understanding of P&L statements, cost structures, and unit economics is non-negotiable. You must be able to speak the language of the CFO.
- SaaS Implementation Expert:Proven experience productionizing complex software solutions and managing the lifecycle of enterprise SaaS deployments.
- Systems Thinker:You care about how the underlying data architecture supports the customer’s ultimate success and "Profit Isle" adoption.
- Ambiguity Navigator:You can build success playbooks from scratch in a category-defining environment where "perfect specs" rarely exist.
- Data-Driven Mindset:Familiarity with modern data architectures, AI-Agents, and how they uncover hidden profit drivers for customers.
What You'll Get
- Direct Influence:Shape the lifecycle and retention strategy of a category-defining product.
- Complexity & Impact:Solve real, complex enterprise data problems for the world's most sophisticated organizations.
- High-Output Culture:Join a team that values authentic output and the tangible operationalization of profit over optics.
