About the Opportunity
We are seeking an accomplished and customer-centric Vice President of Customer Success to lead the organization’s global customer success strategy, client engagement, customer retention, and revenue growth initiatives. This executive leadership role is responsible for building a world-class Customer Success organization that delivers exceptional customer experiences, drives product adoption, maximizes customer lifetime value, and strengthens long-term business partnerships.
The Vice President of Customer Success will serve as a key member of the Executive Leadership Team, collaborating with Sales, Product, Engineering, Marketing, Professional Services, Finance, and Operations to create a seamless customer journey from onboarding through renewal and expansion. This leader will establish scalable customer success strategies, optimize customer operations, and ensure every customer realizes measurable value from the organization’s products and services.
The ideal candidate brings extensive executive leadership experience in Customer Success, Account Management, Client Services, or SaaS organizations, with a proven track record of improving customer satisfaction, retention, and recurring revenue. Success in this role requires strategic vision, operational excellence, executive communication, financial acumen, and a passion for building high-performing teams.
Essential Duties and Responsibilities
- Develop and execute the organization’s enterprise Customer Success strategy aligned with business objectives and long-term growth.
- Lead global Customer Success, Customer Experience, Account Management, Customer Education, and Customer Operations teams.
- Establish scalable customer lifecycle programs, including onboarding, adoption, engagement, renewal, and expansion.
- Develop strategies to maximize customer satisfaction, retention, Net Revenue Retention (NRR), and Customer Lifetime Value (CLV).
- Build executive relationships with key enterprise customers and strategic partners.
- Collaborate with Sales to improve customer transitions, renewal forecasting, cross-selling, and upselling opportunities.
- Partner with Product and Engineering teams to communicate customer feedback and influence product innovation.
- Define customer health metrics, success scorecards, executive dashboards, and performance reporting.
- Oversee customer success operations, forecasting, resource planning, and operational excellence initiatives.
- Develop customer advocacy, reference, and strategic account programs.
- Monitor customer performance metrics, renewal trends, churn risks, and engagement indicators.
- Establish customer success best practices, playbooks, policies, and service standards.
- Manage departmental budgets, workforce planning, and strategic investments.
- Recruit, mentor, and develop senior customer success leaders and high-performing teams.
- Present customer success performance, strategic initiatives, and business insights to executive leadership and Board stakeholders.
- Drive cross-functional collaboration to continuously improve the overall customer experience.
Job Qualifications and Requirements
- Bachelor’s degree in Business Administration, Marketing, Communications, Information Technology, or a related discipline.
- MBA or advanced business degree preferred.
- Minimum 15 years of progressive leadership experience in Customer Success, Client Services, Account Management, or Customer Experience.
- Minimum 7 years of executive or senior leadership experience within a SaaS, technology, or subscription-based business.
- Proven success building and scaling enterprise Customer Success organizations.
- Demonstrated ability to improve customer retention, product adoption, customer satisfaction, and recurring revenue.
- Strong knowledge of customer lifecycle management, customer health scoring, and customer success methodologies.
- Experience with CRM and Customer Success platforms such as Salesforce, Gainsight, Totango, ChurnZero, HubSpot, or similar technologies.
- Strong financial acumen with experience managing budgets, forecasting, and performance metrics.
- Exceptional executive communication, leadership, analytical, and stakeholder management skills.
Personal Capabilities and Qualifications
- Visionary and customer-first leadership style.
- Outstanding executive presence and communication abilities.
- Strong strategic planning and business acumen.
- Exceptional relationship-building and negotiation skills.
- Analytical mindset with a data-driven approach to decision-making.
- Proven ability to lead organizational transformation and change.
- Excellent coaching, mentoring, and leadership development capabilities.
- High level of integrity, accountability, and professionalism.
- Adaptability in fast-changing technology and customer environments.
- Passion for creating exceptional customer experiences.
Strategic Support
The Vice President of Customer Success serves as the executive leader responsible for maximizing customer value, strengthening long-term relationships, and driving sustainable recurring revenue. This role partners with Executive Leadership, Sales, Product, Engineering, Marketing, and Finance to align customer success strategies with organizational objectives.
Through customer advocacy, operational excellence, strategic account management, customer analytics, and lifecycle optimization, this position directly contributes to customer retention, revenue growth, product adoption, brand reputation, and long-term organizational success.
Working Conditions
- Fully Remote position within the United States.
- Executive-level remote work environment supporting distributed global teams.
- Flexible schedule supporting customers and teams across multiple time zones.
- Frequent collaboration with executive leadership, enterprise customers, strategic partners, and Board stakeholders.
- Occasional domestic and international travel for customer meetings, executive planning sessions, conferences, and company events.
- Company-provided executive technology, collaboration platforms, and leadership development resources.
Job Function
The Vice President of Customer Success is responsible for leading enterprise customer success strategy, customer lifecycle management, customer retention, executive customer relationships, customer operations, and organizational performance. This executive ensures customers achieve measurable business outcomes while supporting sustainable revenue growth and long-term strategic success.
Compensation & Benefits
Compensation Package: $340,000 – $480,000 annually, based on executive leadership experience, SaaS expertise, organizational scale, customer success performance, industry background, and overall qualifications.
Our comprehensive executive benefits package includes:
- Annual executive performance bonus
- Long-term incentive and equity opportunities
- Comprehensive medical, dental, and vision insurance
- 401(k) retirement savings plan with company matching
- Executive-level paid time off and company holidays
- Paid parental and family leave
- Home office and remote work reimbursement
- Executive leadership coaching and professional development
- Customer Success leadership certifications and conference sponsorship
- Business travel and executive expense reimbursement
- Employee wellness and mental health resources
- Life, AD&D, and disability insurance
- Executive financial planning resources
- Flexible remote work environment
- Significant opportunities for enterprise leadership and career advancement
Why Join Us
Join an organization where customer success is a core driver of innovation, growth, and long-term business value. As the Vice President of Customer Success, you will shape the organization’s customer strategy, influence executive decision-making, and lead a high-performing global team dedicated to delivering exceptional customer experiences.
This is an opportunity to build lasting customer partnerships, drive measurable business outcomes, foster a customer-first culture, and play a pivotal role in the continued growth and success of a remote-first, technology-driven organization.
