Vice President of Customer Success

Role Description The Vice President of Customer Success is a full-time, remote role responsible for defining and executing the overall customer success strategy. This role leads and mentors customer success teams, sets performance goals, and ensures consistent delivery of exceptional service across the customer lifecycle. Day-to-day responsibilities include overseeing onboarding and adoption programs, monitoring customer health metrics, and driving initiatives that increase customer satisfaction, retention, and expansion. The Vice President of Customer Success partners closely with Sales, Product, and Operations to align customer feedback with product roadmap and business priorities, and to resolve escalations in a timely and effective manner. This role also develops standardized processes, reporting frameworks, and best practices to scale customer success operations and support organizational growth.

Qualifications

Demonstrated ability to drive Customer Satisfaction and Customer Experience through structured programs and continuous improvement. Proven track record in Customer Retention and Account Management, including managing strategic accounts and renewal processes. Experience collaborating with Sales teams to support upsell, cross-sell, and expansion opportunities aligned with customer goals. Strong leadership and people management skills, with experience building, coaching, and scaling customer-facing teams. Excellent analytical and communication skills, including the ability to interpret customer data, present insights, and influence senior stakeholders. Background in SaaS, technology, or a related industry is highly beneficial, with familiarity in customer success tools and CRM platforms.