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As VP of Success, you’ll report to the Co-CEO and serve as a member of Bubble’s Leadership Team. You’ll own the end-to-end customer experience for millions of users — from first interaction to long-term platform adoption — while building scalable, cost-effective systems that balance empathy, quality, and operational rigor. You’ll lead and scale a multi-disciplinary Success organization and act as the Voice of the Customer across the company. This role requires deep empathy for users, comfort operating at large complex scale, and strong partnership with Product, Engineering, and GTM teams.
Job Responsibility:
Own the end-to-end customer experience across the full lifecycle — from first interaction and onboarding through long-term platform adoption, expansion, and advocacy
Lead and scale a multi-disciplinary Success organization, including Customer and Enterprise level support, Community, Product Education, and Operations
Act as the Voice of the Customer, synthesizing qualitative and quantitative insights into clear, actionable feedback that influences product strategy, roadmap prioritization, and user experience
Build scalable, cost-effective success systems that balance empathy, quality, and operational rigor for a large, global, long-tail user base
Design and evolve Bubble’s product-led success model, enabling customers to self-serve, learn, and succeed through education, documentation, community, and automation
Collaborate with GTM teams to support customer graduation from free usage into larger plans and enterprise relationships, without compromising scale or community health
Build and operate world-class support capabilities using the right mix of in-house teams, BPO partners, automation, and AI to deliver consistent, high-quality support at scale
Ensure the health, safety, and sustainability of Bubble’s community by establishing clear moderation policies, trust & safety processes, and governance
Hire, develop, and retain strong leaders who can operate complex systems, run day-to-day programs, and continuously improve outcomes across Success
Requirements:
Prior executive leadership experience in Customer Success, Support, Community, or a related function at a product-led company
Deep empathy for users combined with comfort making data-driven tradeoffs around cost, quality, and operational leverage
Track record of serving as a credible Voice of the Customer with executive presence and influence across Product, Engineering, and GTM
Proven ability to own and operate end-to-end customer experiences for large, complex, and global user bases
Strong systems thinker with experience designing scalable, cost-efficient success models rather than defaulting to high-touch approaches
Experience partnering closely with Product teams
background transitioning from Product into Success is a strong plus
Demonstrated success leading through complexity and ambiguity while maintaining execution velocity
Strong people leader with experience building and scaling teams
Comfortable operating in fast-growing environments where expectations are high and clarity is evolving
NYC-based or willing to relocate, with the ability to participate in in-person leadership collaboration
Nice to have:
Experience partnering closely with Product teams
background transitioning from Product into Success is a strong plus