VP of Customer Success & Adoption

Join Forward, an early-stage company, as the VP of Customer Success & Adoption. In this role, you will be responsible for driving adoption and revenue growth within existing accounts, overseeing the entire post-sale customer journey, and engaging with key customers. You will also build the customer success function, establish metrics, and collaborate with other leaders in the organization. Benefits include equity, top-grade insurance, and flexible vacation policies.

• Architect and lead the customer success function, driving adoption and revenue growth within existing accounts.
• Own the post-sale customer journey, including onboarding, adoption, retention, and expansion, and the associated metrics.
• Build and scale a customer success team, developing playbooks and processes to enhance the customer experience.
• Comfort with ambiguity and a builder's bias — you create a process where none exists and move fast
• A track record of driving adoption and expansion — measurable NRR/GRR improvement, reduced churn, and revenue grown inside the existing base
• Proven experience building the CS function — you've built or substantially scaled a CS function, ideally at a startup or small team where you didn't have existing playbooks or tooling to lean on
• Data fluency — you use usage data and health signals to prioritize and act, not just react
• Strong commercial instincts — you're comfortable owning a number and spotting and closing expansion, not just keeping customers happy
• Coaching mentality — you’ve demonstrated that you know how to develop and grow your people
• Excellent communication — credible with a customer's executive sponsor and their day-to-day users alike
• 12+ years in customer success, with at least 6+ years in leadership, including hands-on account ownership, not just program management
• Experience in Networking or Security tools
• Familiarity with CS platforms and tooling (e.g., Gainsight, Catalyst, Vitally, ChurnZero) and product analytics
• A background that blends customer success with account management, renewals or sales, given the expansion focus