Vice President of Customer Success

Role Description The Vice President of Customer Success is a full-time, remote leadership role responsible for shaping and executing the customer success strategy across the organization. This role oversees customer success teams, defines processes and metrics to drive customer satisfaction, and partners closely with Sales, Product, and Operations to deliver an exceptional end-to-end customer experience. Day-to-day responsibilities include managing key customer accounts, monitoring retention and engagement metrics, leading strategic account reviews, and identifying opportunities for expansion and cross-sell in collaboration with Sales. The Vice President of Customer Success will develop playbooks, implement best practices, and use data-driven insights to improve customer outcomes, reduce churn, and support long-term revenue growth. This role also involves mentoring and coaching team members, optimizing team structure and resources, and representing the voice of the customer in executive-level discussions.
Qualifications
Demonstrated ability to drive high levels of Customer Satisfaction and Customer Experience across diverse customer segments.
Proven track record in Customer Retention and developing strategies to minimize churn and maximize customer lifetime value.
Experience in Account Management, including oversight of key accounts, renewal management, and relationship building with senior customer stakeholders.
Background in Sales or close collaboration with sales teams, with experience in expansion, upsell, and cross-sell initiatives within existing accounts.
Strong leadership and people management skills, including building, scaling, and mentoring customer-facing teams.
Excellent communication, negotiation, and conflict resolution abilities, with comfort presenting to executive-level audiences.
Data-driven mindset with experience using customer analytics, KPIs, and dashboards to inform strategy and decision-making.
Ability to work effectively in a remote environment, manage distributed teams, and collaborate across functions and time zones.
Bachelor’s degree in Business, Management, or related field; advanced degree or equivalent experience is beneficial.
Experience in SaaS, technology, or a similarly customer-centric industry is highly desirable.

Work arrangement
No