Vice President, Customer Success

10+ years of experience in Customer Success, Service Delivery, or Technical Account Management. 5+ years in a senior leadership role within an IaaS, PaaS, or Cloud Services company. Proven track record of managing large customer portfolios and enterprise relationships. Deep understanding of infrastructure architecture, SLAs, data center operations, cloud orchestration, and usage-based billing models. Strong executive presence and ability to influence C-level stakeholders. Experience implementing customer lifecycle technology (Salesforce, Gainsight, Totango, etc.). Exceptional analytical, communication, and leadership skills.

Define and execute global Customer Success strategy. Partner cross-functionally with Sales, Product, Engineering, and Operations. Establish scalable Customer Success operating model. Lead Customer Success Managers to manage relationships, adoption, and Net Revenue Retention. Develop frameworks for onboarding, adoption, health scoring, renewal, and expansion. Champion customer advocacy programs. Oversee TAMs providing proactive technical guidance and performance optimization. Drive service-level excellence across infrastructure environments. Lead end-to-end delivery of infrastructure aligned with contracts and SLAs. Ensure service commitments are met or exceeded. Define key metrics: NRR, logo retention, customer health, time-to-value, and SLA adherence. Build scalable systems and automation for forecasting and engagement tracking. Mentor directors and senior managers.