Customer Success VP

Job Summary

Owning the Customer Success and retention strategy, the full-time VP, Customer Success & Retention will protect and expand revenue across the employer client base while leading a team in a dynamic, AI-native environment, primarily working remotely but preferably located in Tampa.

Key responsibilities

• Own net revenue retention and gross retention, managing the renewal calendar and forecasting churn risks
• Drive expansion and product adoption by overseeing the upsell pipeline and ensuring clients activate products that enhance retention
• Lead the AI-native transformation of Customer Success, developing agentic processes and collaborating with cross-functional teams to optimize client interactions

Required qualifications

• 8+ years in Customer Success, account management, or a commercial retention role with team leadership experience
• Revenue-first mindset with a focus on retention and expansion metrics
• Genuine excitement for leading an AI-driven Customer Success organization
• Commercial and cross-functional fluency, particularly with Sales, Marketing, and Data teams
• Comfort with data systems, particularly Salesforce, for tracking metrics and reporting