Vice President of Customer Success

Vice President, Customer Success
Location: United States | Full-Time | Remote / Hybrid / On-site
Reports To: Chief Operating Officer
About the Role
We are looking for a Vice President, Customer Success to lead the organization’s customer success strategy and build a scalable function focused on customer retention, engagement, adoption, and long-term value.
This is a senior leadership role responsible for developing the customer lifecycle strategy, strengthening relationships with key customers, improving customer engagement, identifying growth opportunities, and ensuring customers achieve meaningful value from the company’s products and services.
You will work closely with executive leadership and partner across Customer Service, Operations, Product, Technology, Marketing, Business Development, Compliance, Risk, and Finance. The role will have significant influence over customer lifecycle management, retention programs, customer engagement, account development, customer health monitoring, and cross-functional customer initiatives.
The ideal candidate combines strong customer success leadership experience with commercial judgment, relationship management skills, analytical thinking, and the ability to build structured customer programs in a fast-moving environment.
Responsibilities
• Lead the overall Customer Success function and establish a customer lifecycle strategy aligned with business objectives.
• Develop customer segmentation, engagement models, service approaches, and success programs for different customer groups.
• Build and manage customer onboarding, adoption, engagement, retention, and expansion programs.
• Establish structured processes for managing customers throughout their lifecycle, from onboarding through ongoing engagement and account development.
• Develop customer health frameworks and monitor engagement, activity, satisfaction, retention, and other indicators of customer success.
• Identify customers at risk of disengagement or attrition and establish proactive engagement and recovery strategies.
• Build long-term relationships with strategic and high-value customers and serve as an executive escalation point when appropriate.
• Work closely with Business Development and Sales teams to support account development, customer expansion, renewals, and relationship growth.
• Partner with Product and Technology teams to communicate customer needs, product feedback, adoption barriers, and opportunities for improvement.
• Analyze customer behavior, usage patterns, feedback, and engagement data to identify opportunities for improving retention and customer value.
• Develop customer success KPIs, dashboards, reporting frameworks, and performance standards for the organization.
• Establish regular customer reviews, business reviews, account planning processes, and engagement programs for priority customers.
• Develop customer education, product adoption, training, and communication programs that help customers better understand and use available products and services.
• Partner with Customer Service to ensure service issues, complaints, and recurring problems are properly addressed and incorporated into broader customer success initiatives.
• Work closely with Compliance and Risk to ensure customer engagement and account management activities follow applicable policies and regulatory requirements.
• Develop customer feedback mechanisms and establish processes for translating customer insights into actionable business improvements.
• Establish customer retention strategies based on customer behavior, engagement trends, satisfaction indicators, and business priorities.
• Identify opportunities to improve customer lifetime value through stronger engagement, product adoption, and account development.
• Support strategic planning for key customer segments, including customer needs analysis, engagement priorities, and growth opportunities.
• Develop executive-level customer success reports and communicate customer trends, risks, opportunities, and strategic recommendations to senior leadership.
• Establish customer success technology, CRM processes, customer health monitoring, automation, and data infrastructure that can scale with the organization.
• Build, lead, and develop a high-performing Customer Success organization as business requirements expand.
• Maintain a strong culture of customer ownership, proactive engagement, accountability, responsiveness, and continuous improvement.
What We're Looking For
We are looking for a senior customer success leader who understands how to build long-term customer relationships while creating scalable processes that improve retention, engagement, and customer value.
The strongest candidates will typically have:
• 20+ years of progressive experience in customer success, account management, client services, customer experience, relationship management, or a related field.
• Significant senior leadership experience as a VP of Customer Success, Head of Customer Success, Chief Customer Officer, Head of Client Success, Director of Customer Success, or equivalent role.
• Demonstrated experience building and scaling customer success organizations, programs, processes, and operating models.
• Strong understanding of customer lifecycle management, onboarding, adoption, engagement, retention, expansion, and account development.
• Experience managing strategic, enterprise, institutional, or high-value customer relationships.
• Strong understanding of customer health metrics, retention analysis, customer segmentation, engagement measurement, and customer success KPIs.
• Demonstrated experience using customer data, CRM systems, analytics, and reporting tools to improve customer outcomes.
• Experience developing customer onboarding, adoption, education, engagement, and retention programs.
• Strong cross-functional experience working with Sales, Business Development, Customer Service, Product, Technology, Operations, Marketing, Compliance, and Risk teams.
• Strong commercial judgment and the ability to identify customer needs, relationship opportunities, and potential business growth areas.
• Excellent communication, presentation, negotiation, and relationship management skills.
• Demonstrated ability to manage complex customer situations, executive relationships, escalations, and strategic account issues.
• Strong analytical and problem-solving skills, with the ability to translate customer insights into actionable business strategies.
• Experience developing customer success managers, account leaders, and management teams through coaching, performance management, and professional development.
• Bachelor's degree in Business, Marketing, Communications, Management, Economics, or a related field preferred.
Experience in cryptocurrency, digital assets, financial services, fintech, payments, brokerage, trading, banking, or other complex financial or technology environments is a plus, but it is not required.
We are also interested in candidates from SaaS, technology, enterprise software, financial services, consulting, marketplaces, telecommunications, and other businesses with complex or relationship-driven customer models.
Location and Work Arrangement
This position is based in the United States. The company offers remote, hybrid, and on-site working arrangements depending on the individual, location, and business needs.
Travel may be required as needed for leadership meetings, strategic customer meetings, account reviews, training, conferences, and industry events.
Compensation and Benefits
The company offers a competitive executive compensation package, including:
• Competitive executive base salary
• Annual performance-based incentive
• Equity appreciation opportunities
• 401(k) retirement benefits
• Medical, dental, and vision insurance
• Paid time off and company holidays
• Professional development and industry training
• Reimbursement for approved business travel
Final compensation will depend on experience, qualifications, and the scope of the role.

Work arrangement
Yes