At Dashlane, we believe in a world where security and simplicity go hand in hand. If you're a customer-obsessed leader with a passion for impact, growth, and innovation, we want to meet you. As our VP of Customer Success, you'll shape how we deliver value across the customer journey—from onboarding through adoption, retention, and expansion. You’ll join a high-performing team that thrives on partnership, accountability, and a shared mission: helping businesses secure their digital lives, effortlessly.
As Vice President, Customer Success, you will be responsible for defining and executing a world-class customer success strategy that drives adoption, retention, and significant expansion opportunities across our B2B customer base. You will lead and scale a global team of senior leaders, managers, and individual contributors, empowering them to build strategic relationships with customers and ensure exceptional value delivery throughout their entire lifecycle with the company.
About the Role:
You are a visionary leader who possesses unparalleled client relationship management skills that can rapidly scale the team and processes to meet evolving business needs and market demands.
You will drive cross-functional collaboration at the executive level, ensuring a pervasive company-wide client feedback loop and strategically partnering with our Sales leadership to accelerate account expansions and renewals.
You will be a key member of the Extended Leadership Team and report to the SVP of Customer Experience.
Location-Specific Information:
At Dashlane, we have a hybrid work policy with the expectation that you will be in the NYC office at a minimum of 3 days per week, unless otherwise traveling to client engagements or Dashlane sponsored events. Tuesday is the company day, where we all collaborate in the office and have a company-sponsored meal, a department day for team bonding (will be Thursday for your department), and a third day of your choice.
At Dashlane You Will:
- Own Dashlane's global B2B customer adoption, retention, and expansion strategies, driving significant revenue growth.
- Define and execute a comprehensive Customer Success vision and strategy aligned with Dashlane goals.
- Define a clear vision, and execute the global Customer Success and Onboarding plan to drive product adoption, retention, and revenue expansion.
- Own the Customer Success P&L and contribute to overall company performance through GRR and NRR.
- Lead, mentor, and strategically scale a high-performing global Customer Success and Onboarding organization, fostering a culture of excellence, innovation, and outstanding customer outcomes.
- Develop a sophisticated and data-driven model of the entire customer journey, defining key Customer Success and Onboarding KPIs. Provide executive-level dashboards and actionable insights on business performance, customer health scores, and team effectiveness to inform strategic decision-making.
- Establish and oversee clear forecasting and risk mitigation processes to drive predictable renewals and expansion.
- Maximize customer lifetime value through strategic success plans, elevating customer satisfaction, and optimizing overall health scores.
- Instill and champion a customer-centric culture across the organization that prioritizes feedback, continuous improvement, and disruptive innovation.
- Collaborate with the Sales leadership team to create a seamless customer experience continuum and exceed ambitious business targets by co-creating account growth plans and drive upsell outcomes.
- Partner closely with the Marketing team to develop compelling enablement content and customer education programs that empower your teams and our customers to achieve their goals.
- Forge strong strategic relationships with the Product and Engineering departments, acting as the Voice of the Customer and ensuring timely, impactful updates on our roadmap to key customers.
- Design and lead Strategic Business Reviews (QBRs), Customer Advisory Boards (CABs), and other high-level executive sponsorship programs to significantly enhance customer loyalty and retention.
Requirements:
- 15+ years of progressive leadership experience, including growing and scaling global, top-performing Customer Success and Onboarding teams for a B2B SaaS company.
What We're Also Looking For:
While these may not show up on a resume, they're core to succeeding in this role:
- Proven experience in building out both an enterprise, high-touch customer success motion and an innovative, scalable customer success practice for high-volume, e-commerce motions, leveraging advanced data, insights, and technology.
- Demonstrated results in balancing both strategic, transformative initiatives needed to drive upmarket growth while effectively "running the business" to achieve near-term results, consistently meeting/exceeding GRR and NRR goals at scale.
- Exceptional empathy for customers combined with an unwavering passion for driving revenue and growth.
- Highly analytical mindset with a proven ability to interpret complex data, derive actionable insights, and make data-driven strategic decisions.
- Superior communication, negotiation, and presentation skills, with the executive presence and credibility to function effectively both internally and at the highest levels of customer engagement (C-level executives).
- Expertise in managing and resolving complex escalations at all levels, from operational through C-level executives.
- Profound ability to manage and influence through persuasion, negotiation, and consensus-building across large, diverse organizations.
- Inspirational, creative, and enthusiastic leadership with a proven ability to motivate and empower global teams to achieve extraordinary results.
- Ideally, 2+ years of executive leadership experience (VP or equivalent) in a high-growth SaaS environment.
- Legally able to work in the U.S.
What Dashlane Offers You:
- Equal Parental Leave - regardless of gender, up to 20 weeks fully paid leave to take care of their new baby, within the first year of birth or adoption.
- Mental health services through Spring Health and well-being days.
- Mentorship program - select your mentor from our internal pool and continue your learning path!
- Comprehensive health coverage, including dependents.
- Unlimited PTO.
- Betterment 401(k) retirement plan.
- Paid holidays and sick leave.
- Donation matching program - give back to the community and support actions that lead to positive social impact under the historically marginalized communities. Every donation will be matched by Dashlane, up to $500 per year.
- Weekly lunch in the office and monthly happy hour.
- Team buildings & seasonal social events and many more.
Salary Range: The starting base salary range for this position is $245,000.00 - $280,000.00. In addition to base salary, there is also variable compensation.
Our salary ranges are based on paying competitively for our size and industry, and are one part of total compensation package that also includes benefits, and other opportunities at Dashlane.
Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, skillset, and balancing internal equity relative to other Dashlaners. We expect the majority of the candidates who are offered roles at Dashlane to fall healthily throughout the range based on these factors.
