Who is Understory?

Understory is a vertical-focused software solution built for experience businesses - from kayak tours to cooking classes. With our operating system, experience creators manage their operations, grow their bookings, accept payments and run their business with more clarity and less stress.

We move fast, change course when needed, and expect everyone to bring proactive solutions on a daily basis. You will learn faster here than almost anywhere else, because the challenges are real and the pace is high.

This is not about clocking in and out. The right candidate will receive a lot of trust and flexibility - and it's all about building something that matters to creators around the world, and shaping a company that can redefine an industry. If that excites you, you will feel at home. If it does not, this will not be the right place for you.

We have recently raised a €12m Series-A funding round, and are scaling fast.
With customers in 10+ countries and a growing presence in the US, our focus is global, our ambition is high, and our team is all in on building the go-to solution for experience creators worldwide.

About the role

We’re looking for a VP of Customer Success to lead how Understory supports and grows with our customers. You’ll be responsible for building the strategies, team, and processes that make sure every creator not only succeeds on our platform but feels deeply supported along the way. This role is about more than retention - it’s about turning customers into long-term partners and advocates. You’ll work closely with product, sales, and growth to ensure customer insights shape what we build, and that our solutions deliver real impact. If you’re passionate about scaling customer success in a way that feels human and authentic, this role is for you.

What you'll do

• Design and implement a customer success strategy that scales with Understory’s growth.
• Build and lead a high-performing team focused on everything from adoption to retention, expansion, and customer advocacy.
• Create systems for capturing customer feedback and turning it into product improvements.
• Develop playbooks that ensure a consistent, high-quality experience for customers of all sizes.
• Partner with sales and growth to identify expansion opportunities and maximize customer lifetime value.

We think you'll thrive if you…

• Have experience leading Customer Success in a SaaS company, ideally scaling from startup to growth stage.

• Know how to design strategies that balance customer happiness with revenue impact.
• Are confident using AI and data to spot churn risks, surface opportunities, and personalize support at scale.
• Enjoy building and mentoring teams that care deeply about customer outcomes.
• Get energy from shaping long-term customer relationships, not just short-term problem-solving.

What it’s like to work at Understory

We are building the leading platform for experience businesses - and we approach that with the same energy and ambition as the people we serve.

At Understory, you’ll join a team that moves fast, thinks long-term, and takes pride in doing work that matters. We are product-minded, mission-driven, and serious about quality - whether that is in the product, the strategy, or how we work together.

We care deeply about outcomes, not hours. We trust each other to lead, take action, and keep evolving - as individuals and as a company. There is room to grow here, and the chance to help shape something truly category-defining.

Start date

For us, it is about the right fit - we will agree together with the right candidate on when to get started. But the sooner the better.

If you have any questions about the role or the process, feel free to reach out to COO Morten Sønderskov at mos@understory.io.