Vice President of Customer Success

Vice President of Customer Success — Job Description
Position Summary
The Vice President of Customer Success is responsible for developing and executing the company’s global customer success strategy, driving customer retention, satisfaction, adoption, expansion, and long-term value. This executive leader oversees the customer success organization and establishes scalable programs, processes, and operating models that strengthen customer relationships throughout the entire customer lifecycle.
The VP of Customer Success works closely with executive leadership and cross-functional teams including Sales, Marketing, Product, Operations, Support, and Finance to ensure customer needs are incorporated into business strategy and that the organization consistently delivers exceptional customer experiences.
Key Responsibilities
* Develop and execute the company’s global customer success strategy aligned with overall business and growth objectives.
* Build scalable customer success programs that improve customer retention, engagement, product adoption, and lifetime value.
* Establish customer lifecycle strategies covering onboarding, implementation, adoption, engagement, renewal, expansion, and advocacy.
* Develop and monitor key customer success metrics, including retention rate, churn, renewal rate, customer lifetime value, customer health scores, and Net Revenue Retention (NRR).
* Lead strategies to reduce customer churn and identify opportunities to increase customer expansion, upselling, and cross-selling.
* Establish customer segmentation, account management, and engagement models based on customer needs, value, and business potential.
* Partner with Sales and Account Management teams to develop effective renewal and expansion strategies for strategic accounts.
* Collaborate with Product and Engineering teams to translate customer feedback and market insights into product improvements and innovation priorities.
* Oversee customer onboarding and implementation programs to ensure customers achieve measurable value quickly and effectively.
* Develop executive-level relationships with key customers and strategic accounts.
* Establish customer health monitoring and early-warning processes to identify retention risks and proactively address customer concerns.
* Develop customer advocacy programs, including customer communities, references, case studies, testimonials, and strategic advisory programs.
* Use customer data, analytics, and technology to improve customer engagement, operational efficiency, and team productivity.
* Establish standardized customer success processes, playbooks, policies, and performance standards across markets and business units.
* Partner with Marketing to strengthen customer communications, education, engagement, and loyalty initiatives.
* Work with Finance to develop customer revenue forecasts, renewal projections, retention models, and customer profitability analysis.
* Oversee customer success budgets, resource allocation, technology investments, and operational planning.
* Recruit, mentor, and develop a high-performing customer success leadership team and organization.
* Provide executive leadership with regular reporting and strategic recommendations regarding customer retention, satisfaction, growth opportunities, and emerging customer risks.
* Represent the voice of the customer at the executive level and help shape company-wide customer-centric strategies.
Qualifications
* Bachelor’s degree in Business Administration, Marketing, Communications, Management, or a related field; an MBA or advanced degree is preferred.
* 10+ years of progressive experience in customer success, account management, client services, customer experience, sales, or related functions.
* 5+ years of experience leading customer success teams at a senior management or executive level.
* Demonstrated success developing customer retention, expansion, and lifecycle management strategies.
* Strong understanding of SaaS, subscription-based, technology, FinTech, or other recurring-revenue business models.
* Proven experience managing enterprise customers and complex strategic accounts.
* Strong analytical and financial skills, with experience managing customer success KPIs and revenue-related metrics.
* Excellent leadership, communication, negotiation, and relationship-building skills.
* Demonstrated ability to collaborate effectively across Sales, Marketing, Product, Engineering, Operations, and Finance.
* Strong strategic thinking and ability to translate customer insights into actionable business initiatives.

Work arrangement
Yes