Vice President, Customer Success
New
USFull-TimeVp
Salary$180,000–$185,000
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Job Details
- Experience
- 10–15 years
- Required Skills
- Account ManagementCustomer SuccessSaaS
Requirements
- 10–15 years of experience in Customer Success, Account Management, Professional Services, or related client-facing leadership roles.
- 5+ years of experience leading Customer Success or enterprise account teams in SaaS, martech, or digital marketing environments.
- Proven track record of driving retention, expansion, and Net Revenue Retention in enterprise customer portfolios.
- Strong expertise in lifecycle marketing, email marketing, personalization, segmentation, and customer engagement strategies.
- Demonstrated ability to lead and scale high-performing teams with a focus on commercial outcomes.
- Strong executive presence with experience managing senior-level client relationships.
- Excellent communication, leadership, and organizational skills with strong business and financial acumen.
- Ability to operate in a data-driven environment and manage forecasting and performance metrics effectively.
Responsibilities
- Own the Customer Success business performance across enterprise accounts, including retention, expansion, Net Revenue Retention (NRR), NPS, and customer advocacy.
- Lead and scale a team of Customer Success Managers focused on driving adoption, engagement, and measurable customer outcomes.
- Develop and execute structured account planning, forecasting, renewal, and business review processes across key customer segments.
- Drive customer value realization by expanding platform usage across lifecycle marketing, personalization, segmentation, and omnichannel engagement strategies.
- Build and maintain strong executive relationships with senior stakeholders across strategic accounts, serving as a trusted advisor and escalation point.
- Partner cross-functionally with Sales, Product, Operations, and Support to ensure alignment on customer needs and continuous improvement.
- Translate customer insights into actionable feedback that informs product roadmap and platform evolution.
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