Vice President Customer Success

The posting, as Black Kite wrote it

ABOUT BLACK KITE
Black Kite is the global leader in third-party cyber risk intelligence, trusted by more than 3,000 organizations worldwide. We give security and business leaders a continuous, outside-in view of their entire vendor ecosystem — translating complex cyber, financial, and compliance signals into clear, actionable risk intelligence.
We go beyond open standards-based cyber ratings. Black Kite helps organizations make smarter risk decisions, strengthen business resilience, and scale their third-party cyber risk management programs in an increasingly complex digital environment. Our work has earned consistent recognition from customers and industry analysts alike.
WHY BLACK KITE
We're a fast-moving, high-impact team solving one of the most critical challenges in cybersecurity today. If you're looking to do meaningful work alongside sharp, collaborative people — and grow your career in a space that matters — you're in the right place.

ABOUT THE ROLE
This is a company-defining leadership role. As VP of Customer Success at Black Kite, you own the CS capability in full: strategy, organization design, segmentation, resourcing, and executive representation. You are accountable for retention, expansion, and customer health outcomes at the company level, not for any single region or segment.
You’ll come in as a day-one leader with real infrastructure: a direct line to the Chief Operating Officer, two Senior Directors of Customer Success reporting to you, and established teams of CSMs underneath each of them. At Black Kite, our CSMs own the full customer lifecycle: onboarding, enablement, adoption, renewal, and shared responsibility for expansion. You’ll bring the strategic architecture to scale that model, defining how the team is structured, how accounts are tiered and engaged, and how success is measured, then building the leadership bench to execute against it.
Black Kite is actively investing in AI across the business, and Customer Success is a core part of that strategy. We expect the VP of Customer Success to champion AI adoption within the team, embedding AI tools and workflows into how CSMs engage customers, manage health, and scale their impact day to day. This is not a future-state aspiration; it is a current organizational priority.
This is the right role if you’ve built and scaled a CS organization before, you lead with data and customer outcomes, and you’re ready to own a function and not just manage a team.

• A CS organization that is already operational across commercial and enterprise segments; your job is to scale it, not start from scratch
• A CSM model where your team owns the full customer lifecycle: onboarding, enablement, adoption, and renewal, with shared responsibility for expansion and no handoffs to separate post-sale functions
• A product that solves a board-level problem; third-party cyber risk is a regulatory and business imperative for the organizations we serve
• A seat at the executive table with direct

[…]
tomer outcomes and CS talking points

WHAT YOU BRING

• 10+ years of progressive Customer Success leadership experience in B2B SaaS, with at least 3 to 5 years owning a CS function at the VP level or equivalent
• Demonstrated track record of owning and improving NDR and GDR at scale; you can point to specific outcomes, not just programs
• Deep experience leading a full lifecycle CSM model: onboarding, enablement, adoption, expansion, and renewal owned by a single team without handoffs to separate post-sale functions
• Deep experience designing CS organization structures, tiering models, and segmentation frameworks for a growing SaaS business
• Proven ability to build and develop a multi-layer management team; you’ve grown Directors and Sr. Directors, not just individual contributors
• Strong cross-functional leadership: credible and effective partner to Sales, Product, Marketing, and Finance executives
• Executive presence and communication skills; comfortable representing the function to a board, a C-suite, or a strategic customer
• Financial acumen across CS unit economics: NDR, GDR, CAC payback, and expansion margin
• Data-driven decision maker; you set metrics, build dashboards, and hold the organization accountable to outcomes
• Demonstrated comfort with AI tools in a professional context; you use AI in your own workflow and have experience driving adoption across a team
• Experience in cybersecurity, risk management, compliance, or a technically complex SaaS environment is a strong plus

The expected total compensation range for this role is $300,000–$320,000 (base pay + variable), commensurate with demonstrated skills and experience. Compensation at Black Kite extends well beyond base pay — our total rewards program includes performance-based bonuses, equity, flexible healthcare options, paid time off, and retirement savings. This range reflects a nationwide market spectrum and will vary based on qualifications, role scope, complexity, and location.