Customer Success VP
Job Summary
Leading a global customer success organization, the full-time VP of Customer Success will develop and implement strategies to drive gross retention and net retention rates, while managing a team focused on enhancing customer engagement and maximizing long-term value.
Key responsibilities:
- Hold commercial ownership of gross retention rate (GRR) and net retention rate (NRR) targets to achieve or exceed goals
- Champion the adoption of AI-driven tools for customer success to proactively identify expansion opportunities and mitigate account risks
- Design processes for engaging with enterprise customers and collaborate with sales to create a unified roadmap for revenue growth
Required qualifications:
- 8+ years of enterprise B2B software/SaaS Customer Success leadership experience with proven GRR and NRR outcomes
- Experience managing distributed customer success teams across US and EMEA markets
- Proven track record in negotiating complex global commercial agreements with multiple stakeholders
- Strong command of customer success methodologies, CRM systems, and data-driven analytics, with experience in Salesforce and Gong
- Demonstrated ability to partner cross-functionally with Revenue Operations, Marketing, and Sales for unified strategy execution
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