Founded in 2013, InnoVint is the global leader in winery operation SaaS solutions. Wineries of all sizes use InnoVint to transform their business operations from vineyard to bottle, improving efficiency, quality, and productivity throughout winemaking workflows.

Our cloud-based solution supports winery businesses across growing, production, compliance, IT, and finance to modernize the management of end-to-end operations in pursuit of long-term profitability and business health.

Join our team to define the future of leading-edge winery operations and contribute to the digital revolution of winemaking.

Your Mission

Own and grow InnoVint's installed-base revenue. You lead the post-sale organization - onboarding, customer success, account management, professional services and Support - and are accountable for Gross Revenue Retention (GRR), expansion revenue and Net Revenue Retention (NRR). You make every winery successful on InnoVint, and you turn that success into renewals and growth. This is a commercial leadership role, not a support or services role. You carry a number, you forecast it, and you build the team and motions that hit it.

In tandem, you’ll ensure that we continue to have the industry’s highest customer satisfaction and retention rates and that the most vibrant source of new customers is word-of-mouth referrals from our large, happy customers.

What success looks like in 12 months

After a year at InnoVint, you'll be proud of these outcomes:

• You hit the revenue plan. GRR and NRR on plan, you own expansion and renewal numbers.
• Expansion is a repeatable motion, not a side effect. Your team sources, qualifies and closes upsell and cross-sell (including add-on products).
• Customers reach value faster. Time to first value and time to graduation are down meaningfully across SMB, Mid-Market and Enterprise customers, because you fixed process gaps and partnered with Product on friction.
• Your team is stronger and runs on data. CSMs and Account Managers have clear targets, health scores they trust, and AI and automation that give them time back for customers.
• You're a trusted voice on the leadership team. Product and Sales plan with your customer insight, and your numbers are part of every board update.

Key metrics: GRR · NRR · expansion revenue (ARR) · ARR/logo churn · time to first value · account health · forecast accuracy

What you'll be doing

• Own the renewal and expansion number. Build the bottom-up forecast, run a weekly pipeline and renewal review, and present results and risks to the CEO.
• Build the expansion engine. Define how expansion is sourced, qualified, priced and closed across SMB, mid-market and enterprise. Set targets and comp for Account Managers, and align ownership and handoffs with Sales.
• Lead and grow the team. Hire, coach and develop CSMs, Account Managers, Professional Services and Support. Manage Team Leads and coach them for them to grow. Set clear weekly expectations and recognize wins publicly.
• Protect the base. Run renewals 120+ days out, build a health score that predicts churn, and lead executive saves on at-risk accounts.
• Shorten time to value. Own onboarding outcomes (first value, time to value, graduation) and the playbooks behind them. Bring Product hard evidence on the friction that slows customers down.
• Scale with data and AI. Get more out of ChurnZero and HubSpot, and expand the team's use of AI to automate prep, reporting and outreach.
• Play, not just coach. Lead and join Executive meetings, renewals and expansion calls with key wineries, and stay close to customers' operations.

What will make you successful

• You've carried a retention and expansion number. 8+ years in B2B SaaS customer success or account management, including 4+ years leading teams, with direct ownership of GRR/NRR and an expansion or renewal quota. You know your past numbers cold and can explain what moved them.
• You're commercial. You've built an expansion motion with Sales, priced and positioned add-on products to an installed base, and forecast renewals accurately.
• You've made onboarding faster. You've cut time to value with milestones, segmentation (tech-touch vs. guided) and Product partnership, and you can tell a process problem from a product problem.
• Customer CSAT scores remain world-class. You’ve ensured our customer base receives superior customer and product support as experienced, responsive consultants.
• You build teams people want to join. You've hired and developed CSMs, Account Managers, Professional Services and Support, coached ICs into Managers, and kept a team motivated through a missed quarter. You’re a respected, positive leader. You've promoted at least one IC.

What kind of experience you have

• You run on data and use AI for real. Fluent in health scores, cohort analysis and CS platforms (ChurnZero and HubSpot a plus). You've used AI or automation to scale your team, and you can show examples.
• You can work across segments. Equally credible with a family-owned winery and an enterprise wine group's executive team. Experience in vertical SaaS, operations software or food & beverage is a plus.
• You like to build. You're comfortable in a growing company where not everything is figured out, and you pick the few changes that matter most.
• You were a VP or Head of CS at a B2B SaaS Series B or C startup supporting a high velocity of new customers and upsell opportunities up and down market. Extra points for vertical or operations software (food & bev, agtech, manufacturing, supply chain, ERP)
• You have strong retention results; can show GRR/NRR you owned and how you moved it
• You have run implementation and onboarding teams
• You have experience as a hands-on operator, working directly with customers, and are very data driven
• You live in California or on the West Coast, ideally in or around a winegrowing region. Can travel to Napa/Bay Area customers and team.

Who you'll work with

• Manager: CEO
• Reports: Customer Success Managers, Customer Account Managers, Onboarding Specialists, Implementation Project Managers, Support Specialists, Professional Services
• Peers: Sales, Product, Finance and Marketing leaders