Vice President of Customer Success

Role Description The Vice President of Customer Success is a full-time, remote role responsible for building and leading the customer success function for Trio Impact Invest. Day-to-day responsibilities include developing and executing customer success strategies, overseeing onboarding and ongoing relationship management with portfolio companies and investors, and ensuring a consistent, high-quality customer experience across all touchpoints. This role will design processes to monitor customer satisfaction, retention, and engagement, and use data-driven insights to improve services and outcomes. The Vice President will collaborate with investment, sales, and operations teams to align customer success initiatives with business goals, lead a growing team of customer success professionals, and represent the voice of the customer in strategic decision-making.

Qualifications

Strong focus on Customer Satisfaction and Customer Experience, with a track record of enhancing service quality and stakeholder engagement. Demonstrated ability in Customer Retention and Account Management, ensuring long-term, value-driven relationships. Experience collaborating with Sales teams to support growth, upsell opportunities, and cross-functional initiatives. Leadership experience in customer success, client services, or a related function, preferably in financial services, venture capital, or technology. Excellent communication, stakeholder management, and presentation skills, with the ability to work effectively in a remote and multicultural environment. Strategic and analytical mindset, comfortable working with metrics, customer feedback, and KPIs to drive continuous improvement. Bachelor’s degree in Business, Finance, Technology, or a related field; advanced degree is an advantage. Experience working with startups, deeptech companies, or innovation ecosystems is highly beneficial.