Vice President of Customer Success

Role Description The Vice President of Customer Success is a full-time remote role responsible for leading the customer success strategy and ensuring an outstanding end-to-end customer experience. This role oversees customer success teams, develops processes to improve satisfaction and retention, and partners with sales and operations to drive long-term customer relationships. Day-to-day responsibilities include analyzing customer feedback and performance metrics, identifying opportunities to enhance service delivery, and implementing initiatives that improve customer loyalty and engagement. The Vice President of Customer Success will also collaborate with leadership to align customer success goals with business objectives and create scalable programs that support growth.

Qualifications

Demonstrated ability to drive high levels of Customer Satisfaction and deliver a consistent, positive Customer Experience. Proven track record in Customer Retention and relationship-focused Account Management. Experience partnering with Sales teams to support upsell, cross-sell, and long-term customer value. Strong leadership skills, including building and mentoring customer-facing teams in a remote environment. Excellent communication, conflict resolution, and stakeholder management skills. Comfort with data-driven decision-making, including using customer metrics and analytics to guide strategy. Background in retail, luxury goods, jewelry, or related customer-centric industries is beneficial. Bachelor’s degree in Business, Marketing, Communications, or a related field; advanced degree is an asset.