VP of Customer Success

Job Summary

Owning Net Revenue Retention for a global customer base, the full-time remote VP of Customer Success will lead Account Management, Support, and Solutions teams to enhance customer retention and drive revenue growth through disciplined execution of a pre-established Customer Success Playbook.

Key responsibilities

• Execute and refine the Customer Success Playbook across all teams to ensure consistent engagement and retention strategies
• Oversee Net Revenue Retention and drive expansion revenue through collaboration with sales leadership on account growth
• Act as an executive sponsor for key accounts, managing high-risk renewals and escalations to secure fast decisions

Required qualifications

• 8+ years of leadership experience in B2B SaaS Customer Success or Account Management, including 3+ years managing multi-functional teams
• Proven track record of improving Net Revenue Retention and reducing churn in a growth-stage B2B SaaS environment
• Experience in operating a hybrid revenue model that includes both product-led and sales-led motions
• Hands-on experience designing and deploying AI-driven workflows within customer success or service operations
• Strong executive presence with the ability to engage senior stakeholders during escalations and renewal situations