Customer Success VP

Job Summary

Leading the post-sales organization remotely, the full-time salaried VP of Customer Success and Support will set strategies for customer retention, satisfaction, and technical support while managing the renewal cycle and collaborating with cross-functional teams.

Key responsibilities

• Own gross and net dollar retention targets, managing the renewal cycle and identifying at-risk accounts
• Lead the global support organization, ensuring SLA attainment and serving as the executive point of contact for escalations
• Define the post-sales strategy and organizational design, including customer segmentation and service offerings

Required qualifications

• 10+ years in customer success or support leadership, with at least 5 years in a high-growth B2B SaaS environment
• Direct experience managing retention targets and leading renewals, including forecasting and negotiations
• Hands-on experience with technical support for enterprise customers, including SLA management
• Background in supporting enterprise customers on data, cloud, or AI platforms
• Proven track record of building customer journeys and enablement programs in a startup or high-growth setting