Vice President of Customer Success

About Greenfly

At Greenfly, we empower the world’s biggest sports leagues, teams, athletes, and entertainment brands to engage their audiences through authentic digital content. Our software platform transforms how organizations collect, organize, and distribute short-form media at scale—bridging the gap between real-world moments and digital channels.

From the NBA to Major League Baseball, from entertainment studios to global sponsors, our partners rely on Greenfly to fuel their social strategies and deepen fan and audience relationships. As we expand our reach and impact, we are seeking a Chief Customer Officer (CCO) to lead our global customer strategy and ensure unmatched value delivery across our growing base of elite clients.

Role Overview

The Vice President of Customer Success will lead the entire customer journey post-sale—owning onboarding, adoption, support, renewal, and expansion. This strategic executive role includes full responsibility for Customer Success, Customer Success Operations, and Customer Education and onboarding, working cross-functionally with Sales, Product, and Marketing to ensure customers receive consistent, measurable value from the Greenfly platform.

Reporting to the CRO, this person will oversee a global team of professionals and guide Greenfly’s customer success strategy to support both retention and scalable growth. The VP will play a pivotal role in realizing Greenfly’s mission by ensuring that every customer—from major sports leagues to entertainment brands—can fully leverage short-form content as a strategic asset.

Key Responsibilities

Customer Leadership & Strategy

• Define and execute a customer experience vision that supports Greenfly’s growth and client-centric culture.
• Lead and scale a world-class Customer Success organization that proactively drives value for our clients.
• Collaborate closely with Sales, Product, Marketing, and Engineering to align on customer needs and lifecycle stages.

Retention & Growth

• Own customer health, retention, and expansion KPIs including Net Revenue Retention (NRR), churn, and upsell.
• Build a data-driven customer success motion that identifies risk early and accelerates time to value.
• Establish scalable playbooks for onboarding, adoption, QBRs, and renewals.

Customer Advocacy & Engagement

• Act as the voice of the customer in executive decision-making and product strategy.
• Develop customer advisory boards and strategic partnerships with top-tier clients.
• Identify and nurture advocates to support marketing, case studies, and event participation.

Operational Excellence

• Implement tools, systems, and processes (e.g., Gainsight, Zendesk, CRM integrations) to streamline customer operations.
• Drive cross-functional accountability for customer satisfaction and service quality.
• Build a high-performing team culture grounded in empathy, ownership, and results.

Ideal Candidate Profile

• 10+ years of leadership experience in Customer Success, with 5+ years in an executive or VP-level SaaS role.
• Proven success in scaling customer-facing teams and driving value in a high-growth B2B SaaS environment.
• Experience working with enterprise clients in sports, media, or entertainment is strongly preferred.
• Deep understanding of content workflows, digital engagement strategies, and social media ecosystems.
• Exceptional executive presence, communication skills, and stakeholder management ability.
• Passion for the intersection of technology, media, and fan engagement.
• Experience with the tools and practices of modern customer success and lifecycle management.

What You’ll Get

• A strategic role with broad organizational impact and executive visibility.
• A unique opportunity to shape how the most iconic brands in sports and entertainment use content to grow their audiences.
• The chance to drive meaningful progress toward Greenfly’s mission to maximize the value of short-form content for the world of sports and entertainment.

• A creative, collaborative team that values authenticity, accountability, and innovation.
  

Estimated Total Cash Compensation Range:  $200,000 - $240,000 depending on experience