Vice President of Customer Success

Key Responsibilities:

• Develop and execute the overall customer success strategy to increase retention, expansion, and customer lifetime value.
  
  
• Lead and scale customer success teams, including onboarding, account management, and customer support.
  
  
• Partner with Sales, Product, and Marketing to ensure seamless handoffs and a consistent customer experience.
  
  
• Define and monitor key metrics (NPS, churn rate, retention, expansion, product adoption).
  
  
• Serve as a trusted advisor to strategic accounts, ensuring alignment with customer goals and maximizing ROI.
  
  
• Build and implement customer success frameworks, processes, and best practices to drive operational excellence.
  
  
• Champion the voice of the customer within the organization to influence product roadmap and service improvements.
  
  
• Develop playbooks for risk mitigation, renewal management, and upsell opportunities.
  
  
• Recruit, mentor, and develop high-performing teams with a strong focus on customer-centric culture.
  
  
• Provide executive-level reporting on customer success performance to the leadership team and board.
  
  

Qualifications:

• Bachelor's degree in Business, Management, or related field; MBA preferred.
  
  
• 12+ years of experience in customer success, account management, or related fields, with at least 5 years in a senior leadership role.
  
  
• Proven track record of reducing churn and driving customer growth in SaaS, technology, or service-based industries.
  
  
• Strong strategic thinking, analytical, and problem-solving skills.
  
  
• Exceptional leadership and people management abilities.
  
  
• Excellent communication and presentation skills, with the ability to engage both executive stakeholders and technical teams.
  
  
• Experience implementing customer success platforms (e.g., Gainsight, Salesforce, Totango) is a plus.