VP of Customer Success

Job Summary

Seeking an experienced and strategic VP of Customer Success, this full-time role will lead and scale the global Customer Success organization, focusing on driving customer retention, satisfaction, and growth for enterprise accounts while collaborating cross-functionally with Sales, Product, Engineering, and Support.

Key Responsibilities

• Lead, mentor, and scale a high-performing team of Customer Success Managers focused on enterprise accounts
• Own key performance metrics including Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and customer satisfaction across the enterprise segment
• Design and optimize the end-to-end enterprise customer journey, ensuring consistent engagement and high-quality experiences

Required Qualifications

• 10+ years of experience in Customer Success or related post-sale roles, with at least 4 years in senior leadership
• Proven track record of leading Customer Success teams focused on enterprise accounts in a B2B SaaS environment
• Experience managing Fortune 500 and large enterprise customer relationships at the C-suite level
• Strong understanding of the SaaS business model and enterprise customer lifecycle management
• Bachelor's degree in Computer Science, Computer Engineering, Information Technology, or Electrical Engineering