Vice President of Customer Success

Role Description The Vice President of Customer Success is a full-time, remote role responsible for leading the strategy, operations, and performance of the customer success organization. This role oversees customer onboarding, adoption, renewal, and expansion activities to ensure long-term value realization and strong customer relationships. The VP will define and implement customer success processes, metrics, and best practices, collaborating closely with Sales, Product, Marketing, and Support to drive alignment on customer outcomes. Day-to-day responsibilities include managing and mentoring customer success leaders and managers, reviewing account health and risk, leading executive business reviews, and driving initiatives to improve customer satisfaction and retention. The VP will also own forecasting for renewals and expansions, provide executive-level reporting, and champion the voice of the customer across the organization.
Qualifications
Demonstrated ability to drive Customer Satisfaction and Customer Experience programs that improve engagement and outcomes.
Proven track record in Customer Retention and Account Management, including managing strategic, high-value accounts.
Experience partnering with Sales teams to support renewals, expansions, and upsell opportunities while maintaining strong customer relationships.
Strong leadership experience managing distributed, remote customer success teams and developing high-performing leaders.
Excellent communication, negotiation, and stakeholder management skills, including executive-level presentations and reporting.
Data-driven mindset with experience using customer health metrics, dashboards, and analytics to inform strategy and decision-making.
Background in SaaS or technology-driven organizations, with deep understanding of subscription models and customer lifecycle management.
Bachelor’s degree in Business, Management, or a related field; advanced degree or equivalent executive experience is preferred.

Work arrangement
Yes