VP of Customer Success (Remote, West Coast preferred)

Shovels is building the Google for local government data — collecting, cleaning, and making useful all of the public government data that is not publicly available. We transform messy building permit and contractor data into actionable, game-changing intelligence for the built world.

Backed by multi-million-dollar VC funding and trusted by some of the largest Fortune 100 companies in the world, we've found strong product-market fit and are scaling quickly.

We're hiring a VP of Customer Success to own and build the post-sale engine that drives retention, expansion, and long-term customer value. This is a highly strategic leadership role at Shovels: you'll define how we serve customers at scale, shape how we grow net revenue retention, and build the team and systems that make customer success a core driver of revenue growth.

If you're excited to build, lead, and operate at the center of a high-growth company — we'd love to talk.

About Shovels

At Shovels, we're reshaping the construction and real estate industries by transforming fragmented building permit and contractor data into actionable, game-changing insights. Backed by multi-million-dollar VC funding and a growing customer base, we're taking on one of the world's largest yet most underutilized data-rich sectors - using advanced pipelines and AI to bring structure, clarity, and value to messy, fragmented data.

What started as two people with a big vision has grown into a team of dedicated engineers and data enthusiasts distributed across the globe. We've come a long way from our pre-seed days, but we're still scrappy, collaborative, and all-in on building something amazing together.

The Role

Customer Success at Shovels is not only a support function. It's a core growth lever.

As VP of Customer Success, you will:

• Own the full customer lifecycle — onboarding, adoption, expansion, growth and renewal
• Set the tone and foundation for a world-class CS organization as Shovels scales
• Partner with Sales, Data Insights, and Engineering to deliver measurable customer outcomes
• Serve as the executive voice of the customer inside the company

This is a foundational leadership seat with direct impact on revenue, product direction, and company trajectory.

What You'll Own

You'll lead the CS org end-to-end, including:

• Revenue Retention and renewals, with clear forecasting, accountability, and execution
• Customer health, adoption, and value realization across strategic accounts
• Scalable success systems: QBRs, playbooks, renewal workflows, support processes, and customer engagement models
• Expansion and upsell motion in partnership with Sales
• Executive relationships with key customers, ensuring Shovels is delivering at the highest level
• Hiring, coaching, and scaling the Customer Success team over time
• Customer feedback loops that shape roadmap priorities, product strategy, and market positioning

What We're Looking For

We're looking for a leader who combines strategic thinking with hands-on execution — someone who can build systems, lead teams, and operate as an owner.

You likely have:

• 7–10+ years in Customer Success, Account Management, or post-sale leadership in SaaS or data-driven businesses
• A proven track record owning retention, renewals, and expansion outcomes at the executive level
• Experience building and scaling customer-facing teams, processes, and operating cadence
• Strong business judgment and comfort operating with revenue responsibility
• Exceptional communication skills — able to engage both frontline users and C-suite stakeholders
• Operational excellence: you know how to create clarity, accountability, and repeatability
• Comfort in a fast-paced startup environment with high autonomy and high standards
• Authorized to work in the U.S., West Coast preferred

Why This Role Matters

This is a rare opportunity to define Customer Success at the highest level inside Shovels.

You'll be building the function that ensures customers realize lasting value from our platform — and in doing so, you'll directly shape retention, growth, and how Shovels scales.

Why Shovels?

• Impact from day one: Your work will directly shape our product and company.
• Room to grow: Early team members will play leadership roles as the company expands.
• Flexibility: Fully remote, async-friendly culture with no strict 9-to-5 rules.
• Transparency: You'll see the inner workings of the business and help shape its future.
• Great pay + stock options: Competitive salary and meaningful equity in a company that's on the rise.

How We Work

We're a small, fully-remote global team, so flexibility and communication are key. Our core hours overlap enough to make collaboration smooth, but we trust you to manage your time and prioritize your work. We stay connected via Slack, bi-weekly calls, with impromptu 1:1s when needed, and keep things casual and fun. Twice a year, we bring everyone together for in-person team summits to connect, strategize, and celebrate our progress.

How to Apply