Vice President of Customer Success

Job Summary

Transforming the Customer Success organization, the full-time remote Vice President of Customer Success will design and implement a segmented operating model, lead the integration of an AI-powered Customer Success platform, and drive lifecycle management and retention strategies to enhance customer value and engagement.

Key responsibilities

• Design and implement a segmented Customer Success model and engagement strategies for various customer segments
• Evaluate and operationalize a Customer Success platform, integrating it with existing systems and defining AI strategies for enhanced customer engagement
• Develop standardized lifecycle plays and proactive risk identification processes to improve customer retention and expansion opportunities

Required qualifications

• Bachelor's degree in Business, Marketing, Technology, or related field; advanced degree preferred
• 10+ years of leadership experience in Customer Success or SaaS operations
• Proven experience in redesigning Customer Success operating models in complex environments
• Experience with implementing Customer Success platforms and automation tools
• Strong understanding of AI and customer lifecycle management strategies