Vice President, Customer Success
New
United States (Remote)Full-TimeVp
Salary220,000 - 260,000 USD per year
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Job Details
- Experience
- 10+ years
- Required Skills
- Artificial IntelligenceData AnalysisOperations ManagementCRMChange ManagementCustomer SuccessSaaS
Requirements
- Bachelor’s degree in Business, Marketing, Technology, or related field required; advanced degree preferred.
- 10+ years of progressive leadership experience in Customer Success, Account Management, or post-sale SaaS operations.
- Executive leadership experience within a SaaS or technology organization with complex customer segmentation and retention models.
- Proven experience redesigning or scaling Customer Success operating models across high-touch and tech-touch segments.
- Experience implementing and operationalizing Customer Success platforms and workflow automation tools.
- Strong understanding of AI, automation, digital engagement strategies, and customer lifecycle orchestration.
- Demonstrated success improving retention, adoption, and customer outcomes through operational excellence and scalable processes.
- Strong executive presence with the ability to influence and collaborate across senior leadership teams.
Responsibilities
- Design and implement a segmented Customer Success model supporting strategic, scaled, and long-tail customer segments.
- Evaluate, select, implement, and operationalize a Customer Success platform integrated with CRM, Support, billing, and product usage systems.
- Develop standardized lifecycle plays for onboarding, adoption, renewal readiness, risk mitigation, customer save motions, and expansion opportunities.
- Define and execute an AI strategy for Customer Success, including workflow automation, risk identification, digital engagement, and productivity optimization.
- Build and lead a high-performing Customer Success leadership team.
- Drive improvements in Gross Revenue Retention (GRR), Net Revenue Retention (NRR), adoption, and customer health metrics.
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