VP, Customer Success
New
New York preferred (East Coast strongly preferred; exceptional US-remote candidates considered)Full-TimeVp
Salary$250,000 – $300,000
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Job Details
- Experience
- 10+ years in the B2B technology industry, with at least 6+ years leading customer-facing organizations at scale
- Required Skills
- Artificial IntelligenceBlockchainAccount ManagementSaaS
Requirements
- 10+ years of experience in the B2B technology industry.
- 6+ years of experience leading customer-facing organizations at scale.
- Demonstrated experience running CS for SaaS businesses with >$100MM revenue.
- Experience with enterprise/strategic accounts in banking, payments, or financial services.
- Strong technical fluency to be credible with complex products and technical buyers.
- Data-driven mindset with expertise in metrics like GRR, NRR, and NPS.
- Competence with AI tools and operational models.
- Ability to travel up to 30%.
- Bachelor's degree required; MBA a plus.
Responsibilities
- Lead and scale a global Customer Success organization across AMER, EMEA, and APAC.
- Increase renewal rates, reduce churn, and drive business expansion.
- Oversee the end-to-end enterprise customer lifecycle from onboarding through renewal.
- Partner with Sales to identify and create upsell opportunities using MEDDPICC methodology.
- Execute CS playbooks and engagement models driven by data and metrics.
- Act as the voice of the customer within Product and Engineering teams.
- Implement AI and automation to scale CS operations and forecasting.
- Recruit and develop high-performing regional CS leaders and CSMs.
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