Vice President of Customer Success

We are seeking an experienced Vice President of Customer Success.

Responsibilities:

• Lead and inspire a customer success team, fostering a culture of customer-centricity, accountability, and continuous improvement.
• Recruit, train, and develop a high-performing team of customer success managers, onboarding managers, and CS admins.
• Set clear performance expectations and KPIs for the team, ensuring their achievement.
• Develop and execute a comprehensive customer success strategy aligned with business objectives.
• Optimize customer onboarding, adoption, and retention processes.
• Identify upsell opportunities and collaborate with the sales team to generate pipelines.
• Cultivate strong relationships with key customers and highlight customer success stories and testimonials.
• Work closely with marketing to leverage customer feedback and success stories in promotional activities.
• Implement retention strategies to reduce churn and increase customer lifetime value.
• Collaborate with sales, marketing, product, and support teams to ensure a seamless customer experience and influence product improvements.
• Utilize data and analytics to measure the effectiveness of customer success initiatives.

Requirements:

• Minimum of 5 years in a senior leadership role (e.g., Head of, VP) in customer success, account management, or a related field.
• Proven track record of scaling customer success teams and driving revenue growth.
• Experience managing global teams and ensuring consistent service delivery.
• Successful in building and leading high-performing teams with a focus on improving net revenue retention and gross retention.
• Background in SaaS B2B technology companies with a strong understanding of customer success best practices.
• Proficiency in customer success platforms such as Salesforce and ChurnZero.
• Excellent communication, presentation, and interpersonal skills.
• Strategic thinker with a focus on results.
• Experience in companies with AI solutions and promoting usage through customer success is a plus.
• Bachelor’s degree in business, marketing, or a related field; MBA is a plus.