VP of Customer Success

Job Description

Company Description

YouScience® is the leading technology provider dedicated to solving the skills gap crisis for students and employers. Its end-to-end platform, YouScience® Brightpath, connects education with career applications designed to help students unlock their potential for future pathways. YouScience leverages proven research, artificial intelligence, and industry input to help individuals identify their natural talents, validate their skills and knowledge, and get matched with real-world educational and career pathways in high-demand occupations. YouScience is the preferred choice of individuals, parents, educators, and counselors to guide and support educational and career pathways, currently serving more than 13,400 educational institutions, 5,000 employers, and 4.1 million unique customers.Job Description

Why This Role Matters

As Vice President of Customer Success, you will play a critical role in advancing our mission to transform lives across our primary market segment (middle and high schools), and our expansion market segments (post-secondary/college, and workforce/employer). This executive position is responsible for leading the entire post-sale customer lifecycle strategy, with a focus on increasing retention and loyalty, driving product expansion, and delivering measurable value to our customers. Success in this role will be defined by your ability and dedication to:

Build and scale high-performing teams that consistently exceed retention and engagement goals by providing a clear team vision, sustainable professional development, and best practice strategies—empowering the team to contribute meaningfully to top-line growth and long-term profitability.

Champion customer impact and outcomes by ensuring every user persona realizes the maximum value of our solutions, and that the voice of the front-line user is clearly and authentically represented in company decisions.

Inspire and drive a culture of operational excellence by embracing innovation (emphasis on AI tools), simplifying team and customer workflows, and cultivating a metrics-driven mindset for continuous improvement—removing implementation friction, scaling impact, and pursuing efficiency.

Responsibilities

Strategic Leadership

Craft and socialize a 3 year CS roadmap aligned to company OKRs and product roadmap.

Champion a “customer obsessed” culture, balancing data driven KPIs with hands on advocacy.

Drive strategy to achieve retention and NRR goals.

Operational Excellence

Build and refine scalable playbooks for onboarding, adoption, QBRs, renewal, and expansion.

Automate tasks and services using AI tools and best practices for Salesforce, UserPilot, BI dashboards, among other products.

Improve Customer Success Ops—owning health scoring, outreach cadence, forecasting, and AI enabled efficiency models.

Team Development & Culture

Hire, mentor, and coach second line leaders; establish career ladders and succession plans—empowering good teams to become great teams.

Maintain a disciplined cadence of 1 on 1s to coach, unblock, and develop every team member.

Foster cross functional unity with Sales, Marketing, Product, and Support—especially for and with remote team members.

Customer Advocacy & Expansion

Own executive sponsorship of programs for high value districts, states, and enterprise customers and partners.

Partner with Sales to:

Ensure smooth customer handoffs and expectation setting to deliver predictable product expansion and revenue growth.

Develop referral procedures and programs to maximize customer engagement for rapid growth outward from user concentrations.

Voice of the Customer & Product Influence

Surface qualitative and quantitative insights and usage trends to guide product roadmap priorities and GTM motions and positioning—ensuring YouScience stays ahead in the exploding education to career market.

Gain and maintain expert level product fluency to credibly influence the roadmap and engage with customers at all levels (front-line users to executives) and team members across the company.Qualifications

What Makes You a Great Fit

10+ years progressive post sales leadership

Proven ownership of NRR, churn, expansion, and forecasting in a customer success function.

Track record of building inclusive, high performing teams, coaching leaders, and developing internal enablement programs to up skill a CS team.

Expertise with modern CS tech stacks (ex: Salesforce, Gainsight/ChurnZero, BI tools, marketing automation).

Launched and/or managed CS Ops or digital success functions.

Executive-level communication experience—presenting to boards, investors, and executives at external organizations (ex: district and state education officials, college officials, legislators, corporate executives).

Proven ability to thrive in a dynamic, evolving environment—balancing team and customer dynamics while navigating company growth within evolving markets.

Bonus Points

Experience with usage based or Product-Led Growth (PLG) revenue models.

Deep understanding of EdTech or education markets (funding cycles, district procurement, classroom realities). If you have limited education experience, provide clear, demonstrable evidence how your experience will translate to the EdTech market (particularly to K12).

B2B SaaS scale up experience.

Familiarity with Career and Technical Education, college and career readiness, school counseling, student assessments, certifications, or workforce readiness programs or products, Workforce Tech (student-to-employment, workforce development, employee recruiting, employment pipelines).

Additional Information

Work Environment & Benefits

Compensation: Base salary $120,000 – $150,000 (commensurate with experience) + bonus and commission; OTE $200,000 – $250,000+ (uncapped performance commission tied to Net Revenue Retention (NRR) growth); performance-based equity participation.

Strong preference for executives that thrive in a hybrid HQ model—valuing ability to maximize in-person collaboration, creativity, and speed. HQ is in beautiful American Fork, Utah (relocation assistance available). We are open to remote candidates for the right fit.

Comprehensive health benefits, generous PTO, paid volunteer days, and professional development opportunities.

Mission driven, inclusive culture committed to fundamentally improving education through career connected learning—expanding equitable access and opportunity for all students—creating a larger, more diverse, and more skilled workforce.

Company Values

We empower others

We perform as a cohesive championship team

We are all leaders

We never stop growing

We make a positive impact

We show respect in word and in deed

We remember that life is bigger than our work

YouScience is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, sexual orientation, gender identity, color, religion, national origin, age, disability, veteran status, or another legally protected status

Full-time