Vice President of Customer Success

Responsibilities: Define and execute the overall customer success strategy aligned with company growth objectives Lead, develop, and scale customer success managers and onboarding specialists Own customer retention, renewal, and net revenue retention targets Drive adoption and value realization through structured onboarding and lifecycle programs Establish key customer health metrics and reporting frameworks for executive visibility Partner with Sales to drive upsell and cross-sell opportunities within existing accounts Collaborate with Product teams to translate customer feedback into roadmap priorities Manage escalations and serve as executive sponsor for strategic accounts Build scalable processes, playbooks, and tools that improve team efficiency and customer outcomes Present customer success performance and insights to the executive leadership team

Requirements: Proven experience in a Director or Vice President-level customer success, client services, or account management leadership role Track record of building and scaling customer success organizations in a SaaS or technology environment Deep understanding of customer lifecycle management, retention, and expansion strategies Strong command of customer health scoring, churn analysis, and revenue retention metrics Experience working with CRM and customer success platforms (e.g., Salesforce, Gainsight, HubSpot) Exceptional executive communication, stakeholder management, and presentation skills Demonstrated ability to lead distributed, remote teams with accountability and cultural alignment Strong data-driven decision-making skills with a focus on measurable business outcomes