Vice President of Customer Success
Company Description
FreeSWITCH is a free and open-source telecommunications platform that enables voice, video, and messaging applications and infrastructure across the globe. It is supported by a community of over 10,000 active developers, making it one of the largest and most established projects in the communications space. The platform is widely adopted by organizations building scalable, reliable, and innovative communication solutions. Team members have the opportunity to collaborate with a vibrant open-source community and contribute to technology used worldwide. Interested individuals can learn more and engage with the community at http://signalwire.community. Role Description The Vice President of Customer Success is a full-time, remote role responsible for leading the strategy and execution of customer success initiatives across the organization. This role oversees customer onboarding, adoption, and ongoing engagement to ensure customers realize maximum value from FreeSWITCH-based solutions. Day-to-day responsibilities include managing a customer success team, defining metrics and processes for customer health, leading retention and expansion efforts, and partnering with Sales, Product, and Support to improve the overall customer experience. The role involves building executive relationships with key accounts, identifying opportunities to enhance satisfaction, and developing programs that drive long-term loyalty. The Vice President will also provide regular reporting on customer success outcomes and champion customer-centric practices across the company.
Qualifications
Demonstrated expertise in Customer Satisfaction and Customer Experience to design and implement strategies that enhance overall client value. Strong background in Customer Retention and Account Management to drive renewals, reduce churn, and grow strategic relationships. Experience collaborating with Sales to support upsell, cross-sell, and expansion opportunities within existing accounts. Proven leadership experience managing and scaling customer-facing teams in a technology or SaaS environment. Ability to analyze customer data, define success metrics, and use insights to guide decision-making and process improvements. Excellent communication, negotiation, and stakeholder management skills, including working with executive-level customers. Comfort working in a remote, distributed environment with strong organizational and time-management abilities. Bachelor’s degree in Business, Communications, or a related field; advanced degree or equivalent experience in customer success or operations is beneficial. Experience in telecommunications, open-source software, or related technology sectors is an advantage.