Acquirer

VP of Customer Relationships
Core Responsibilities:
Own end-to-end post-sale customer lifecycle strategy including onboarding, adoption, engagement, retention, renewals, and expansion across enterprise customer portfolio
Build and lead high-performing Customer Success, Account Management, and Customer Experience teams to ensure customers achieve desired outcomes and realize maximum value
Drive portfolio-level gross revenue retention (GRR) and net revenue retention (NRR); own retention as top priority and advocate for customers across organization
Oversee all customer-facing post-sales functions including account management, customer onboarding, customer support, customer engagement, and customer advocacy programs
Develop and execute enterprise-wide customer experience (CX) strategy to enhance customer satisfaction, loyalty, and overall brand experience across all touchpoints
Own customer health scoring methodology, early warning systems, and intervention playbooks to proactively identify at-risk accounts and drive recovery actions
Establish and monitor key performance metrics including health scores, NRR, renewal rate, expansion ACV, churn rate, CSAT, NPS, and customer lifetime value (CLV)
Design and implement scalable customer success playbooks, onboarding frameworks, adoption programs, QBR/EBR processes, and executive sponsorship models for strategic accounts
Partner with Sales, Product, Marketing, Support, and Finance to align customer strategies with revenue goals, product roadmap, and go-to-market initiatives
Typical Profile:
Bachelor's degree required; MBA strongly preferred
18+ years of progressive customer success, account management, customer experience, or customer relationship leadership experience
8+ years in senior customer leadership roles (VP, SVP) with P&L, retention, or revenue accountability
Deep expertise in customer success strategy, account management, customer experience design, and customer lifecycle optimization
Strong knowledge of customer success methodologies, health scoring, retention strategies, and expansion/renewal best practices
Proven track record managing large-scale customer portfolios and driving measurable retention, NRR, and satisfaction outcomes
Key Metrics:
Gross Revenue Retention (GRR) and Net Revenue Retention (NRR)
Customer churn rate and logo retention
Customer Lifetime Value (CLV) and expansion ACV
Customer Satisfaction (CSAT) and Net Promoter Score (NPS)
Customer health scores and at-risk account recovery rates
Renewal rates and on-time renewal percentage
Product adoption, utilization, and time-to-value metrics
Customer advocacy (references, case studies, testimonials)
Team performance, retention, and capability development

Work arrangement
No