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 vision for Renault - Groupe Jean Rouyer Automobiles. This role oversees the end-to-end customer lifecycle, ensuring high satisfaction, strong retention, and long-term value realization across all customer segments. Day-to-day responsibilities include leading and mentoring customer success and account management teams, setting performance metrics, and reviewing data and feedback to improve customer experience. The Vice President collaborates closely with sales, marketing, and operations to design customer programs, streamline processes, and support revenue growth through upsell and cross-sell opportunities. This position also requires building executive-level relationships with key accounts, resolving complex issues, and championing customer-centric initiatives across the organization.
Qualifications
Strong customer success background, with proven experience driving Customer Satisfaction and Customer Experience improvement.
Expertise in Customer Retention strategies, including churn reduction, renewal management, and loyalty program development.
Demonstrated ability in Account Management, managing portfolios of strategic accounts and building long-term partnerships.
Experience collaborating with Sales teams to align customer success efforts with revenue goals, including upsell and cross-sell initiatives.
Leadership experience managing and developing high-performing customer-facing teams, preferably in an automotive or related industry.
Excellent communication, negotiation, and conflict-resolution skills, with comfort engaging at executive and board levels.
Strong analytical and data-driven mindset, using KPIs and customer insights to guide decisions and continuous improvement.
Bachelor’s degree in business, management, or a related field; advanced degree is an asset.
Ability to work effectively in a remote environment, with strong organization, self-management, and cross-functional collaboration skills.

Work arrangement
Yes