Vice President of Customer Success

Company Description Timber Prism creates sustainable, high-quality wooden furniture and home decor with a focus on timeless design and eco-friendly materials. The company combines craftsmanship with modern aesthetics, appealing to customers who value durability, style, and environmental responsibility.

Timber Prism prioritizes responsible sourcing and production practices, aiming to minimize environmental impact while maintaining product excellence. Team members have the opportunity to contribute to a brand that aligns with conscious consumer values and design-forward living.

Role Description The Vice President of Customer Success is a full-time, remote leadership role responsible for driving customer satisfaction, retention, and long-term value across Timber Prism’s customer base. This role oversees the Customer Success organization, sets strategy, and ensures seamless post-sale experiences, including onboarding, engagement, and renewals.

Day-to-day responsibilities include building and mentoring customer-facing teams, establishing customer success metrics and processes, partnering with Sales and Product to enhance the customer journey, and identifying opportunities for upsell and cross-sell. The Vice President will review customer feedback, resolve complex escalations, and develop programs that strengthen customer relationships and brand loyalty.

This role also collaborates with senior leadership to align customer success initiatives with overall business goals and growth targets.

Qualifications

• Demonstrated ability to drive Customer Satisfaction and deliver an exceptional Customer Experience across diverse customer segments.
• Proven track record in Customer Retention and Account Management, including managing renewals and reducing churn.
• Experience collaborating with or leading Sales teams to support upsell, cross-sell, and expansion opportunities.
• Strong leadership skills, including building and scaling customer success teams, coaching managers, and developing talent.
• Data-driven mindset with experience using customer metrics, analytics, and feedback to inform strategy and decision-making.
• Excellent communication, relationship-building, and conflict-resolution skills, with the ability to handle high-impact escalations.
• Background in consumer products, furniture, home decor, or sustainability-focused brands is beneficial.
• Bachelor’s degree in Business, Marketing, or a related field; advanced degree or equivalent experience in senior customer success leadership is a plus.