VP of Customer Success

Company Description

CHIME is a social media agency that helps bold brands stand out with content that connects, converts, and captures attention across digital platforms. The team builds strategy-led, story-driven social media presences that resonate with audiences and drive measurable growth. CHIME focuses on strategy, content creation, community engagement, and platform-smart execution rather than chasing short-lived trends. The agency partners with clients to make their brands impossible to ignore in a crowded online landscape. CHIME values creativity, data-informed decision making, and strong, collaborative client relationships. Role Description The VP of Customer Success is a full-time remote role responsible for leading the customer success function and ensuring clients achieve their desired outcomes with CHIME’s social media services. This role oversees the end-to-end client lifecycle, including onboarding, engagement, retention, and expansion, while partnering closely with account management, sales, and creative teams. Day-to-day responsibilities include developing customer success strategies, monitoring customer health and satisfaction, resolving escalations, and guiding teams to deliver consistent, high-quality service. The VP of Customer Success will analyze client performance data, identify opportunities to improve customer experience, and implement initiatives that drive long-term relationships and revenue growth. This role also involves mentoring and managing a customer success team, establishing best practices, and representing the voice of the customer in internal planning and decision-making.

Qualifications

Strong expertise in Customer Satisfaction and Customer Experience to ensure clients receive consistent value and support. Proven ability in Customer Retention and Account Management to build long-term partnerships and reduce churn. Experience collaborating with Sales to identify growth opportunities, support renewals, and drive upsell and cross-sell initiatives. Background in leading customer-facing teams in a digital, marketing, or agency environment, with experience in social media or related fields preferred. Excellent communication, negotiation, and relationship-building skills, with the ability to engage senior client stakeholders. Demonstrated leadership skills, including team development, performance management, and cross-functional collaboration. Data-driven mindset with experience using customer success tools and analytics to track customer health and inform strategy. Bachelor’s degree in Business, Marketing, Communications, or a related field; advanced degree or equivalent experience is an asset.