Vice President of Customer Success

Role Description The Vice President of Customer Success is a full-time, remote leadership role responsible for defining and executing the customer success strategy across the organization. This role oversees customer onboarding, adoption, satisfaction, retention, and expansion, working closely with Sales, Product, and Operations to deliver a consistent, high-quality customer experience. Day-to-day responsibilities include leading and mentoring customer success and account management teams, analyzing customer health metrics, resolving escalations, and developing programs that proactively address customer needs and risks. The Vice President will establish best practices, set performance goals, manage budgets, and foster partnerships with key accounts to drive revenue growth and long-term loyalty. This role also contributes to executive-level planning, aligning customer success initiatives with overall business objectives.

Qualifications

Demonstrated ability to drive Customer Satisfaction and shape an outstanding Customer Experience. Proven track record in Customer Retention and strategic Account Management, particularly with key or enterprise accounts. Experience collaborating with Sales teams to support upsell, cross-sell, and renewal opportunities. Extensive leadership experience managing and scaling customer success or account management organizations. Strong analytical skills with the ability to interpret customer data, health scores, and performance metrics to guide strategy. Excellent communication, negotiation, and stakeholder management skills, including experience presenting to executive leadership. Background in SaaS, technology, or a similar B2B environment is highly beneficial. Bachelor’s degree in Business, Marketing, Communications, or a related field; an advanced degree is a plus. Ability to thrive in a remote, distributed environment and work effectively across time zones and cultures.