Vice President of Customer Success

Salary Range: 220000 to 302500 (Currency: USD) (Pay period: per-year-salary)

What your day could consist of:

• Develop and implement the overarching strategy for Customer Success that aligns with business objectives, with a focus on net customer retention, satisfaction, and expansion
• Collaborate closely with the CRO and other senior leaders to define key performance indicators (KPIs) for customer success and ensure alignment with broader business goals
• Continuously evaluate and improve the customer experience by identifying pain points and optimizing processes across the customer lifecycle
• Oversee customer success initiatives, including onboarding, training, support, and ongoing account management with an emphasis on scale through technology and machine learning
• Lead, mentor, and scale the team, including CSMs and onboarding specialists
• Build and foster a high-performance, customer-focused culture that prioritizes proactive engagement and customer advocacy
• Partner with Sales, Product, Marketing, Support and other teams to ensure smooth transitions from sales to customer success and maximize opportunities for upsell and cross-sell
• Implement scalable training programs for CSMs and support teams to ensure ongoing development, customer empathy, and best practices
• Utilize data, customer health scores, and other key metrics to monitor account health, customer satisfaction, and identify opportunities for intervention, whereas human, marketing or in-product driven
• Provide regular reporting to the executive team on the performance of the customer success organization, including customer satisfaction, NRR, and expansion
• Analyze customer feedback and product usage data to continuously improve customer experiences and outcomes.

What is needed:

• 10+ years in customer success, customer operations or strategic planning, with at least 5 years in a senior leadership role managing customer-facing teams
• Proven success in managing customer-facing teams in a low touch , SaaS, or tech environment
• Strong experience in designing and implementing customer success strategies that drive retention, satisfaction, and revenue growth
• A deep understanding of customer lifecycle management, from onboarding through advocacy, and experience with customer success tools and technologies
• Exceptional leadership skills, with the ability to inspire, develop, and lead teams
• Strong analytical abilities, with the capacity to turn data into actionable insights that improve customer outcomes
• Excellent written and verbal communication skills, with experience presenting to senior executives
• Proven ability to work cross-functionally, collaborating effectively with product, sales, marketing, and engineering teams
• Deep knowledge of customer success metrics (e.g., NPS, CSAT, churn, retention rates) and experience managing them to optimize business performance
• Bachelor’s degree in Business Administration, Marketing, or a related field (MBA or relevant advanced degree preferred)