VP of Customer Success

About Vouched

Vouched is the identity trust layer for businesses that need to know who they are dealing with across every touchpoint, every interaction, and every channel. We deliver consumer-grade technology built for the future of identity, enabling businesses to verify the people they serve through a full spectrum of methods: physical IDs, Digital IDs, and consumerized AI agents. Our platform is obsessed with the consumer experience: fast, intuitive, and built to meet people where they are.

Identity used to be a solved problem at the front door — verify the human once, let them in, and you’re done. That world is over. Today, AI agents browse your site, call your APIs, and initiate transactions using real user credentials, acting on behalf of humans who may have no idea what their agent is doing in their name. Vouched was built for both worlds: the human identity problem that has always existed, and the agent identity problem that is just beginning.

About the Role

Vouched is at an inflection point. Our IDV product serves customers across fintech, healthcare, auto, notary, and beyond. Our KYA product — Know Your Agent — is building the trust infrastructure for the agentic web and is in active deployment. Both products are growing. Both require a CS function that can keep pace.

We’re looking for a VP of Customer Success who is wired around one metric: NRR. Not satisfaction scores as a vanity exercise. Not QBRs as theater. Net Revenue Retention as the honest signal of whether customers are getting value, staying, and growing with us.

This leader will own the full post-sale motion — from onboarding through renewal and expansion — across two differentiated product lines, a growing customer base, and a CS team that is small, capable, and hungry to be built into something excellent. You’ll inherit a solid foundation and a team that cares deeply. Your job is to build the playbook, run it with discipline, and flex it as the market moves — because in identity, the market always moves.

This is not a role for someone who needs a mature organization to operate in. It is a role for someone who thrives when the environment is fast, the product is evolving, and the team is counting on you to have a clear point of view and share it early.

Requirements

What You’ll Do

• Own NRR. Set the target, track the signal, diagnose the gaps, and build the team around closing them.
• Define and execute the CS playbook — onboarding, adoption, health monitoring, renewal, and expansion — and hold the team accountable to it while staying willing to rewrite it when the market requires.
• Lead, develop, and grow a CS team of CSMs and implementation specialists. Coach proactively, not reactively. Invest in people before they need saving.
• Build the systems and habits that surface risk before it becomes churn. No firefighting after the email arrives — you want to be the reason the email never comes.
• Partner with Product on the feedback loop from customers to roadmap. Partner with the CEO and leadership team on customer health as a company signal.
• Own the customer journey from contract through renewal — onboarding timelines, adoption milestones, check-in cadences, escalation paths, and executive sponsorship for accounts that need it.
• Operate in Pigeon, Vouched’s homegrown CRM, and help shape how the CS team uses it to manage forecasting, renewals, and account health at scale.
• Represent the voice of the customer inside Vouched. When something isn’t working for customers, you’re the one who says it clearly and early, before it shows up in churn.
• Build the renewal outreach motion: 90/60/30-day cadences, templated touchpoints, risk flagging, and a clean handoff protocol so CSMs are never caught off guard at renewal.
• Report customer health and NRR trajectory to leadership with honesty and specificity. No vanity metrics, no spin.

What We’re Looking For

• You have built or significantly scaled a CS function at a SaaS company, and NRR was your number. You know how to own a metric end to end.
• You have a strong point of view on what a great CS playbook looks like — and you’ve run one at a company where the product, market, or team was changing faster than you’d like.
• You’re a builder and a coach. You get energy from developing the people around you, not just from landing the deal or saving the account yourself.
• You communicate proactively. You surface problems when they’re small, share context before it’s asked for, and give your team and leadership enough runway to act. You do not sit on bad news.
• You’re comfortable with ambiguity. Vouched serves two distinct product lines — IDV and KYA — each with its own customer profile, use case, and maturity curve. You can hold both.
• You know how to balance rigor (playbooks, processes, forecasting) with adaptability (the customer who doesn’t fit the playbook, the product that just changed, the market that shifted overnight).
• You’ve worked with enterprise, mid-market, and SMB customers and know how to calibrate your team’s motion for each segment.
• You have experience with CRM and CS tooling, and you’re not precious about which tool — you care that the data is clean and the team is using it.

What Success Looks Like in Year One

NRR is up. You know what moved it, what you’d do differently, and what comes next.

The CS playbook is documented, staffed, and running. Every CSM knows their accounts, their health scores, and their renewal dates — and they knew them 90 days out.

No account churns without the team seeing it coming. Escalations are handled early. Customers who leave do so gracefully, and you understand why. Last impressions are just as important as first impressions

The team is stronger than when you arrived — better coached, better resourced, and more confident in how to do their jobs.

Product and Sales trust CS as a strategic partner, not just a support function. The feedback loop from customers to roadmap is real.

Pigeon reflects the truth of the customer base — health scores, renewal pipeline, and expansion signals are accurate and useful.

CS owns the expansion motion end-to-end