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VP, Customer Success

US - Remote

Vice President of Customer Success

Location: Remote (U.S. based, preferred East of the Mississippi)

About the Role

Canopy is seeking a Vice President of Customer Success to own and lead the Customer Success function end to end. This role is responsible for defining how Customer Success operates at Canopy, improving and sustaining customer health, strengthening executive relationships, building customer advocacy, and ensuring long-term customer growth and retention.

The VP of Customer Success is a senior functional leader and builder reporting directly to the SVP of Customer Experience. They have full ownership of the Customer Success operating model and lead a multi-layered CS organization, including CSMs and Customer Success leadership. This role partners closely with the SVP of Customer Experience and cross-functional executives to ensure Customer Success scales in step with Canopy’s growth, product expansion, and go-to-market evolution. This is a builder role suited for a leader who thrives in complexity and is energized by transforming organizations under pressure into high-performing, scalable systems.

What You’ll Do

Own the Customer Success Function

  • Own the Customer Success strategy and operating model, including org design, role clarity, coverage models, and execution standards
  • Ensure customer health is consistently measured, understood, and actively managed across the portfolio
  • Own gross renewal outcomes, with a strong focus on risk mitigation, executive alignment, and relationship durability
  • Define how Customer Success partners with Sales, Product, Professional Services, Support, and Marketing across the customer lifecycle

Lead, Mentor, and Scale the Team

  • Lead and mentor Customer Success Managers and the Director of Customer Success
  • Oversee a broader CS organization that includes Senior CSMs, CSMs, and Customer Success Advocates
  • Set expectations and coaching standards for executive engagement, account strategy, risk management, and value communication
  • Develop career paths, performance standards, and leadership bench strength within Customer Success

Customer Health, Advocacy, and Executive Engagement

  • Own customer health frameworks, NPS strategy, and closed-loop follow-through
  • Serve as a senior leadership presence for strategic, at-risk, or high-impact customers
  • Partner with Marketing to build and oversee a customer advocacy strategy, including references, case studies, advisory participation, and customer-facing events
  • Partner with Marketing and Sales to ensure advocacy is earned, well-timed, and relationship-forward

Build the Operating Foundation

  • Lead Customer Success through a period of operational reset and stabilization, addressing process gaps, workload imbalances, and role clarity issues while restoring trust internally and with customers.
  • Partner with CX leadership and cross-functional peers to:
    • Design and improve Customer Success processes and workflows
    • Define tooling needs and system integrations that support scale and visibility
    • Develop playbooks, documentation, and enablement materials that help teams succeed
  • Ensure Salesforce and supporting systems to provide executive-level insight into customer health, renewal risk, engagement, and trends

Strategic Partnership & GTM Enablement

  • Partner closely with the SVP of Customer Experience to translate customer experience and go-to-market strategy into scalable Customer Success execution for new products and offerings.
  • Support major CX-led initiatives such as Customer Advisory Boards, executive forums, and customer-facing events
  • Ensure Customer Success is prepared to support new product launches, customer segments, and growth initiatives without degradation of experience

What We’re Looking For

  • 10+ years of experience in Customer Success, Account Management, or related customer-facing leadership roles
  • 5+ years leading multi-layered Customer Success organizations
  • Proven experience owning Customer Success as a function, not just a team
  • Strong executive presence with experience navigating complex, high-stakes customer environments
  • Demonstrated ability to build operating models, processes, and teams in growth-stage companies
  • Comfortable operating with ambiguity and building structure where it does not yet fully exist
  • Experience stabilizing or rebuilding a Customer Success organization during periods of rapid growth or operational strain strongly preferred
  • Experience in healthcare technology, hardware-enabled SaaS, or complex B2B environments is a strong plus

Why Join Canopy

Canopy helps protect healthcare workers in moments that matter most. As VP of Customer Success, you’ll play a critical role in shaping how we partner with customers, scale trust, and deliver on our mission as the company grows.

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