Vice President of Customer Success

Job Summary

Seeking a dynamic VP of Customer Success, the full-time remote position will lead customer adoption, retention, and satisfaction initiatives while collaborating with cross-functional teams to enhance the customer experience and drive revenue growth.

Key Responsibilities

• Continuously design and refresh customer-facing processes to elevate the customer experience across all segments
• Develop and implement enablement programs for Customer Success Managers (CSMs) to enhance organizational capability and performance
• Demonstrate ownership of revenue outcomes, managing retention and expansion to achieve best-in-class benchmarks

Required Qualifications

• 8+ years of experience in Customer Success or Account Management, with 3-5 years in a senior leadership role at a B2B SaaS company
• Proven track record of improving Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) metrics
• Strong commercial mindset with expertise in renewal economics and revenue-driving strategies
• Experience building and scaling enablement programs and performance frameworks
• Exceptional leadership presence with the ability to inspire confidence among customers and peers