Vice President of Customer Success

Role Description The Vice President of Customer Success is a full-time, remote role responsible for defining and executing the customer success strategy at Heisenverse. This role oversees customer success teams, establishes best practices for onboarding and adoption, and ensures customers achieve measurable value from Heisenverse solutions. Day-to-day responsibilities include setting performance goals, reviewing customer health metrics, and leading initiatives to improve satisfaction, retention, and expansion. The Vice President collaborates closely with Sales, Product, and Operations to create a unified customer experience and address escalations, risks, and strategic opportunities. This role also involves building scalable processes, mentoring leaders, and representing the voice of the customer in executive decision-making.
Qualifications
Demonstrated expertise in Customer Satisfaction and Customer Experience, with a track record of improving customer outcomes and overall relationship quality.
Strong background in Customer Retention and Account Management, including experience with renewals, upsell strategies, and long-term customer partnerships.
Experience collaborating with or leading Sales teams to align customer success initiatives with revenue growth and expansion goals.
Proven leadership experience managing distributed or remote teams, with the ability to set clear goals, coach team members, and build scalable processes.
Excellent communication, negotiation, and stakeholder management skills, with comfort presenting to executive-level audiences.
Data-driven mindset, including proficiency with customer success platforms, CRM tools, and health metrics to inform strategy and decision-making.
Background in SaaS or technology-driven environments is highly beneficial; prior experience in a senior customer success or client services role is preferred.
Bachelor’s degree in Business, Communications, or a related field, or equivalent practical experience.

Work arrangement
Yes