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VP Customer Success

📍 Remote💼 Full Time

Role Summary
As the Vice President of Customer Success, you will be the strategic leader responsible for the retention, growth, and overall satisfaction of our global customer base. You will design and execute a world-class customer success strategy that maximizes Net Revenue Retention (NRR), drives product adoption, and fosters deep customer advocacy.

This role requires a data-driven leader who can seamlessly balance high-level strategy with operational execution. You will lead, scale, and mentor a high-performing team of Customer Success Managers (CSMs), implementation specialists, and support professionals, ensuring our customers realize maximum value from their investment.

Key Responsibilities

Strategic Leadership: Define and execute the overarching vision for the Customer Success organization, aligning team KPIs with broader company growth and revenue objectives.
Retention & Expansion: Own key business metrics, specifically Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and Net Promoter Score (NPS). Partner with Sales to identify and capitalize on expansion, upselling, and cross-selling opportunities.
Customer Lifecycle Mapping: Optimize the customer journey from post-sales onboarding and implementation to continuous adoption, value realization, and renewal.
Cross-Functional Advocacy: Serve as the "Voice of the Customer" internally. Collaborate closely with Product and Engineering to inform the product roadmap based on user feedback, and with Marketing to build powerful customer advocacy and case study pipelines.
Team Scaling & Culture: Recruit, onboard, and develop top-tier CS talent. Build a culture of accountability, continuous learning, and customer-centricity across a globally distributed team.
Data-Driven Operations: Implement and leverage modern CS technology (e.g., Gainsight, ChurnZero, Salesforce) and AI-driven health scoring to proactively identify at-risk accounts and build predictive churn models.

Qualifications & Experience

Experience: 10+ years of experience in Customer Success, Account Management, or Relationship Management, with at least 5 years in a dedicated executive or VP-level leadership role (ideally within B2B SaaS or enterprise technology).
Proven Track Record: Demonstrated success in scaling a CS organization from early/mid-stage to enterprise level, consistently meeting or exceeding NRR and retention targets.
Analytical Mindset: Highly data-driven with a deep understanding of SaaS metrics (LTV, CAC, GRR, NRR, Churn) and the ability to translate data into actionable customer strategies.
Leadership Style: A empathetic, motivational leader known for building high-trust teams and mentoring future leaders.
Communication: Exceptional negotiation, presentation, and relationship-building skills, with comfort engaging at the C-suite level of enterprise clients.

Education:

Bachelor’s degree in Business, Marketing, Communication, or a related field; MBA or advanced degree is a plus.

APPLICATION

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