Vice President of Customer Success

Job Summary

Leading the transformation of customer retention strategies, the full-time Vice President of Customer Success will define the operating model, build the organization, and oversee technology and operations to enhance customer engagement and retention in a remote setting.

Key responsibilities

• Design and implement a scaled Customer Success operating model for over 25,000 customers, utilizing AI and automation
• Own the strategy for Gross Revenue Retention and Net Revenue Retention, focusing on predictive forecasting and continuous improvement of retention efforts
• Build and lead teams responsible for customer lifecycle programs, engagement operations, and customer intelligence initiatives

Required qualifications

• 10+ years of experience in Customer Success, Customer Success Operations, RevOps, or related fields in B2B SaaS
• Proven track record of building scaled customer success capabilities
• Strong understanding of customer journeys, technology, AI, and operational outcomes
• Experience influencing key retention metrics and driving customer adoption and expansion
• Ability to collaborate with executives and operational teams to redesign processes and workflows