Vice President Of Operations

Vice President of Customer Operations

The Vice President of Customer Operations is an executive role responsible for shaping and executing Ylopo's client success strategy across the entire customer lifecycle. This leader oversees all aspects of the client experience, ensuring seamless onboarding, impactful support, strong adoption of products, and long-term client growth and retention.

The VP of Customer Operations will lead and align multiple teams, including Implementations & Onboarding, Client Success Management, Client Growth/Expansion, Training, AI & Product Support, Website Design & Development, and Website Project Management, into a unified client-first strategy. The role requires a visionary leader with strong operational discipline, the ability to drive cross-functional alignment, and a passion for delivering best-in-class customer experiences at scale.

Key Responsibilities

• Develop and execute the overall vision and strategy for the Ylopo client experience, spanning the entire client lifecycle

• Serve as a key member of the executive leadership team, representing the voice of the client in strategic decisions

• Play a key role in shaping company-wide strategy to support growth, scalability, and innovation

• Lead and develop a high-performing leadership team across multiple functions, ensuring alignment with company strategy

• Drive metrics-based performance management, with a focus on NRR, NPS, CSAT, churn reduction, and expansion revenue

• Align and integrate all client-facing functions to create a consistent, seamless journey across the lifecycle

• Implement standardized processes, reporting, and tools across client-facing functions to ensure consistency and efficiency

• Oversee seamless execution of implementations, onboarding, and support operations at scale

• Partner with Sales to ensure smooth client handoffs and expansion opportunities

• Collaborate with Product and Engineering to channel client feedback into roadmap decisions

• Act as executive sponsor for key enterprise accounts and serve as escalation point for critical client issues

• Standardize processes, tools, and metrics across all client-facing teams to improve efficiency, scale, and quality

Qualifications

• 10+ years of progressive leadership experience in Client Success, Customer Experience, or related functions, ideally within SaaS, MarTech, or technology-driven industries. Real Estate experience is a plus

• Demonstrated success in reducing churn, increasing net revenue retention (NRR), improving CSAT/NPS, and driving expansion revenue

• Proven track record of leading large, multi-disciplinary, global client-facing teams

• Proficiency with client success and automation platforms (e.g., Salesforce, JIRA) and the ability to leverage data and automation to drive efficiency and client outcomes

• Strong track record of cross-functional collaboration, influencing product roadmaps, and shaping go-to-market strategies to align with client needs

• A structured, data-driven, and process-oriented mindset with the ability to execute at scale

At Ylopo, we are dedicated to fostering a supportive and inclusive work environment where all team members can thrive. We offer competitive compensation, comprehensive benefits, and opportunities for professional growth and development. If you are passionate about client success and want to join a dynamic and innovative company, we encourage you to apply for this exciting opportunity.

Target salary range is $100k + bonus.