Vice President of Customer Success

Job Summary

Vice President of Customer Success is a full-time, salaried position responsible for leading a multi-functional customer success organization, driving customer retention and revenue outcomes, and optimizing operations through scalable processes and AI integration.

Key Responsibilities

• Lead and develop a customer success organization, contributing to company strategy as a senior leadership team member
• Own key customer health metrics and drive net revenue retention by collaborating with sales on renewals and expansions
• Define and refine customer success operations, integrating AI and automation to enhance efficiency and customer experience

Required Qualifications

• 15+ years of experience in customer success or experience, with at least 5 years in a senior leadership role in a B2B SaaS environment
• Proven experience in scaling customer success organizations during rapid growth phases
• Deep expertise in customer success operations, including systems, processes, and metrics
• Hands-on experience with AI tools and automation solutions within customer success contexts
• Exceptional communication and influencing skills, with experience in cross-functional collaboration