Vice President of Customer Success

Company Description The company is a growing organization focused on delivering exceptional products and services to a diverse customer base. It emphasizes long-term relationships, operational excellence, and a strong culture of collaboration and accountability. Team members are encouraged to bring data-driven thinking, creativity, and a customer-centric mindset to their work. The company supports remote work and values inclusive, equitable practices that enable people from different backgrounds to contribute and succeed.
Role Description The Vice President of Customer Success is a full-time, remote role responsible for leading the overall customer success strategy and execution across the organization. This role oversees teams focused on onboarding, adoption, support, and account management to ensure customers achieve measurable outcomes and remain highly engaged. Day-to-day responsibilities include setting customer success KPIs, analyzing customer health and retention metrics, and driving initiatives to improve satisfaction, renewal rates, and expansion opportunities. The Vice President partners closely with Sales, Product, Marketing, and Operations to create a seamless customer experience, remove obstacles to value realization, and identify growth opportunities within the existing customer base. This role also involves building and mentoring a high-performing customer success organization, implementing scalable processes and tools, leading executive business reviews with key accounts, and representing the voice of the customer in strategic decision-making.
Qualifications

• Demonstrated expertise in Customer Satisfaction and Customer Experience, with a track record of improving customer sentiment and measurable outcomes.
• Strong background in Customer Retention and Account Management, including experience with renewals, expansion, and long-term relationship building.
• Experience collaborating with Sales teams to align customer success efforts with revenue goals and identify upsell and cross-sell opportunities.
• Proven leadership in building, scaling, and mentoring customer success or client-facing teams in a remote or distributed environment.
• Ability to define and manage metrics, dashboards, and customer health scores; strong analytical and data-driven decision-making skills.
• Excellent communication, negotiation, and executive presence, with experience leading strategic conversations with senior stakeholders and customers.
• Background in SaaS, technology, or a similarly complex product environment is highly beneficial.
• Bachelor’s degree in Business, Marketing, Communications, or a related field; advanced degree or equivalent experience is a plus.