VP of Customer Success

Butter is building the payments stack for the modern subscription company. We’re creating an inclusive remote-first culture that enables our employees to contribute from anywhere in the world. Come join our team to help modernize subscription payments!

Summary

As the VP of Customer Success, you will lead the customer success function to define and implement the vision, mission, and goals of the department and the company, with a focus on ensuring customer retention, increasing customer engagement, and optimizing revenue. This position will report to the Founder & CEO, Vijay Menon, and will be an integral part of Butter’s leadership team.

What You'll Do

• Oversee the strategy, execution, and performance of the customer success team.
• Create and implement scalable processes to optimize customer lifecycle management and deliver measurable results.
• Cultivate and nurture relationships with key stakeholders to drive retention and growth.
• Partner with cross-functional teams to drive customer success initiatives, ensuring seamless customer onboarding, implementation, and support.
• Coach and mentor the customer success team to achieve optimal results.
• Present regular reports and updates to the executive team.
  
  

What You Have

• 10+ years of relevant experience, ideally leading customer success and/or account management functions.
• 5+ years management experience.
• A deep understanding of the fintech and payments industry.
• Proven success building and scaling high-performing teams.
• Experience setting strategic initiatives and KPIs focused on recurring revenue metrics.
• Strong understanding of customer success best practices, methodologies, and tools.
• Exceptional communication, strategic thinking, and negotiation skills.
• A results-oriented work ethic, with the ability to thrive in a fast-paced, dynamic environment.
  
  

About Butter

Modern subscription companies accidentally lose up to 4% of their total customer base each year due to churn caused by legitimate payments failing (passive churn). These payments fail either because they are falsely detected as fraud or because of archaic systems in an aging payment ecosystem.

Butter uses patented machine learning and artificial intelligence to deeply understand the real time state for any given payment and then optimizes for success. Butter offers a free assessment and trial to validate a customer’s found revenue opportunity, integrates with existing payment processors, and charges an ongoing success fee tied to revenue recovered.

Butter typically recovers up to $1M or more of found revenue for our customers and gives 1% back to causes that support our mission of enabling anyone anywhere to have access to the things they deserve and need.

Butter is well funded by leading investors and offers a competitive benefits package including unlimited PTO, 401k, and comprehensive health insurance.

We are focused on building a diverse and inclusive workforce. If you’re excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply.

Butter Payments is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Butter considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance.