VP Customer Success

Description

About Sett

Sett is a UA creative performance platform for mobile gaming. We build agentic AI systems that analyze performance data, generate diverse playable and video ad concepts, deploy them to ad networks, and continuously learn from the results. The full creative loop. Automated, and done better than humans only.

The role

As Sett scales, our customer organization becomes one of the company’s most critical growth engines. We are now looking for a VP Customer Success to build and lead that engine. This is not a classic Customer Success role. Your mission is to ensure that Sett’s customers do not just like working with us - they understand the value, achieve measurable outcomes, expand over time, and trust Sett as a strategic partner.

Responsibilities

• Build the CS (partnerships growth) operating system - Design and run the core operating system for onboarding, customer health, renewals, and expansion
• Own growth & retention - Drive NRR, renewals, and expansion based on real customer value and readiness
• Build & lead the Customer Org - Scale and manage the customer org, develop leaders, and build a high-performing team
• Drive data discipline - Make customer decisions data-driven across health, retention, and revenue
• Own cross-functional customer execution - Align sales, product, and delivery teams around the customer journey and lead a strong customer-first mindset
• Build the customer playbook - Define how customers succeed, grow, and deliver feedback into the product

Requirements

• 8-12+ years in Customer Success, Account Management, or post-sale revenue leadership
• Strong experience in team management, including managing managers
• Proven ownership of NRR, renewals, retention, and expansion
• Experience building customer success / customer growth systems from a messy or founder-led stage
• Strong track record in hiring, developing, and upgrading teams
• Strong ability to design and implement processes, workflows, and operating systems that drive measurable outcomes
• High data discipline: dashboards, metrics, inspection, and accountability
• Experience working closely with Product, Sales, Finance, and executive teams
• Excellent communication skills with the ability to be clear, direct, and aligned across stakeholders
• Ability to operate in high-speed, ambiguous startup environments