Vice President, Customer Experience and Success
New
Remote, USFull-TimeVp
Salary190,000 - 230,000 USD per year
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Job Details
- Experience
- 10+ years in customer success, with at least 3–5 years at the VP level or equivalent leading multi-function CS organizations
Requirements
- 10+ years in customer success, with at least 3–5 years at the VP level or equivalent leading multi-function CS organizations.
- Demonstrated experience running both high-touch named account CS and a scaled, technology-assisted or digital CS motion.
- Track record of reducing churn and improving NRR in a SaaS environment.
- Comfort owning retention as a business metric, not just a team metric.
- Experience integrating or building customer education, enablement, or training functions is a meaningful differentiator.
- SMB/mid-market SaaS experience preferred; understanding of the economics of high-volume, lower-ACV account books is essential.
- Ability to connect data to outcomes; can read a churn analysis, identify root causes, and build an intervention plan.
- Ability to balance strategic thinking with operational credibility.
- Understands the difference between a customer who is at risk and a customer who has already decided.
- Drive team performance through coaching, development, and clear accountability.
- Effectively build systems and processes that scale.
- Comfortable with AI-assisted CS tools and automation; approaches technology as a force multiplier.
- Brings a clear point of view to the CCO and ELT — not just status updates, but insights, risks, and recommendations.
Responsibilities
- Set the strategy for Named Customer Success, holding the Director accountable to retention and expansion outcomes.
- Build and maintain senior-level relationships with key enterprise customers, attending business reviews and serving as an executive sponsor.
- Own the strategic direction of the Digital CS at Scale motion, ensuring the Director of CS at Scale builds a model measurably reducing churn and improving activation.
- Manage Technical Account Managers, ensuring the TAM practice remains organizationally neutral and product patterns are escalated.
- Set the vision for a scalable, integrated customer education experience through Procare University & Customer Marketing, connecting education outcomes to CS retention metrics.
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