Vice President of Customer Success

Role Description The Vice President of Customer Success at Heisenverse is a full-time remote role responsible for shaping and leading the overall customer success strategy. This position oversees customer onboarding, adoption, and ongoing engagement to ensure that customers achieve measurable value from Heisenverse solutions. The role includes managing and mentoring customer success and account management teams, setting performance goals, and implementing consistent processes and best practices. The Vice President of Customer Success partners closely with sales, product, and marketing to align customer feedback with roadmap priorities, drive upsell and cross-sell opportunities, and reduce churn. Day-to-day activities involve reviewing customer health metrics, meeting with strategic accounts, resolving escalations, and continuously improving the customer experience across the lifecycle.
Qualifications
Demonstrated expertise in Customer Satisfaction and Customer Experience, with a track record of improving customer outcomes and loyalty.
Proficiency in Customer Retention, including designing programs and strategies that reduce churn and increase long-term customer value.
Strong Account Management skills, including overseeing strategic accounts, building executive-level relationships, and managing complex customer portfolios.
Experience collaborating with Sales to support renewals, upsell and cross-sell motions, and revenue growth linked to customer success.
Proven leadership experience in customer-facing functions, including building and scaling high-performing teams in a SaaS or technology environment.
Ability to analyze customer data and health metrics, use CRM and customer success platforms, and make data-driven decisions.
Excellent communication, negotiation, and stakeholder management skills, with the ability to work effectively in a fully remote environment.
Bachelor’s degree in business, communications, or a related field; advanced degree or equivalent experience in customer success leadership is beneficial.

Work arrangement
Yes