Senior VP Client Delivery

Job Summary

Leading a world-class post-sales organization, the full-time Senior VP Client Delivery will ensure client value realization through strategic leadership in Customer Success, Professional Services, and Support, while working remotely or from Austin, TX.

Key responsibilities

• Lead the Customer Success team to drive platform adoption and renewals across the global customer base
• Own the global strategy for renewals and expansion, focusing on Gross Revenue Retention (GRR) and Net Revenue Retention (NRR)
• Oversee the Technical Support function, ensuring high-quality problem-solving and customer satisfaction ratings

Required qualifications

• 15+ years in post-sale customer-facing roles, with 5+ years in a VP-level position overseeing multiple delivery functions in a global SaaS environment
• Proven track record of managing NRR/GRR targets of $50M+ and improving retention and expansion metrics
• Experience scaling international teams and managing complex P&L responsibilities for service delivery
• Strong understanding of SaaS customer lifecycle economics and proficiency with CS platforms and ticketing systems
• Bachelor's degree required; MBA or equivalent advanced degree preferred