Vice President of Customer Success

About the Job

We are a global leader in enterprise SaaS, customer experience, and digital solutions, serving Fortune 500 companies, high-growth innovators, and global enterprises across technology, financial services, healthcare, and manufacturing. Our mission is simple: help organizations achieve measurable outcomes by ensuring customers realize the full value of our solutions.

The Vice President of Customer Success will play a transformative role in shaping the customer journey, driving retention, and enabling growth through value-based outcomes. This executive will oversee customer success strategy, account management, adoption frameworks, renewals, and expansion initiatives, ensuring customers are positioned for long-term success.

Reporting directly to the Chief Operating Officer and engaging regularly with the CEO and Board, this role requires a leader who can blend operational excellence, empathy-driven leadership, and data-driven strategy to deliver customer success at global scale.

Principal Duties and Responsibilities

• Customer Success Strategy: Define and lead global strategy for adoption, retention, expansion, and customer advocacy.

• Enterprise Engagement: Oversee executive-level customer relationships, ensuring alignment with strategic priorities and measurable outcomes.

• Retention & Growth: Build programs to maximize renewals, minimize churn, and drive upsell/cross-sell opportunities.

• Customer Journey Excellence: Standardize and scale customer onboarding, training, and lifecycle engagement.

• Voice of the Customer: Champion customer insights and feedback into product development, sales strategy, and service delivery.

• Data-Driven Operations: Leverage analytics, health scores, and AI-driven platforms to anticipate risks and identify opportunities.

• Talent Leadership: Build, scale, and mentor high-performing global customer success teams.

• Executive Reporting: Present customer success metrics and strategies to the COO, CEO, and Board of Directors.

Qualifications – What We Are Looking For

• 18+ years of experience in customer success, account management, or enterprise client services, with at least 8+ years at the executive level.

• Proven record of driving customer success in Fortune 500 or high-growth SaaS/enterprise technology companies.

• Expertise in customer lifecycle management, renewal/expansion strategy, and adoption frameworks.

• Strong knowledge of customer success platforms (Gainsight, Totango, Salesforce) and advanced analytics tools.

• Bachelor’s degree required; MBA or advanced degree in Business, Technology, or Customer Experience strongly preferred.

• Exceptional ability to influence C-suite stakeholders, both internally and externally.

• Demonstrated success in leading global teams and managing large-scale customer portfolios.

Strategic Support

The Vice President of Customer Success is a strategic partner to the COO, CRO, and CEO, ensuring customer outcomes are a direct driver of growth and enterprise valuation. Key responsibilities include:

• Shaping customer success as a strategic differentiator in highly competitive markets.

• Advising on global expansion strategies through customer advocacy and referrals.

• Supporting product strategy through customer insights and feedback.

• Ensuring alignment of customer metrics with Board-level growth and retention goals.

Working Conditions

• Remote-first executive role with periodic travel to global customer sites, headquarters, and executive summits.

• Requires adaptability to operate across multiple time zones and geographies.

• High-visibility role with direct accountability for customer satisfaction, retention, and advocacy.

• Operates in a fast-paced, dynamic environment where agility and foresight are critical.

Essential Job Function

The Vice President of Customer Success is responsible for building and scaling enterprise-wide customer success strategies that deliver value, strengthen loyalty, and expand revenue. This leader ensures that customer outcomes are not just managed—they are transformed into a competitive advantage.

Bonus Points If You Have

• Experience scaling customer success in SaaS companies beyond $1B ARR.

• Expertise in AI-driven customer success platforms or predictive retention models.

• Background in global client management across multiple industries and geographies.

• Proven success in building customer advocacy programs and reference networks.

Innovation Is In Our Blood

We see customer success as more than retention—it’s about creating long-term value, unlocking growth opportunities, and co-innovating with customers. From predictive analytics to next-generation engagement models, we push boundaries to deliver outcomes that matter.

We Do What We Say

Our culture is built on trust, transparency, and accountability. When we commit to customers, we deliver. As Vice President of Customer Success, you will join a leadership team that values integrity, execution, and long-term partnership.

What We Offer

• Compensation Package: $285,000 – $335,000 base salary, plus executive bonus, LTIP, and equity options.

• Executive Benefits: Comprehensive healthcare, retirement contributions, wellness stipends, and parental leave.

• Global Impact: Lead strategies that shape customer success outcomes worldwide.

• Leadership Platform: Engage directly with C-suite and Board leaders to shape global growth.

• Resources to Succeed: Access to advanced technology, customer analytics, and global success frameworks.