Vice President of Customer Success

Role Description The Vice President of Customer Success is a full-time, remote role responsible for leading customer success strategy and execution across GREYSTAR’s industrial and logistics projects. This role oversees onboarding, relationship management, and ongoing support for key tenants, investors, and institutional partners to ensure high satisfaction and long-term retention. Daily responsibilities include developing and implementing customer success frameworks, aligning account management activities with sales and operations, and proactively identifying opportunities to improve service delivery and customer experience. The Vice President monitors customer health metrics, leads resolution of escalated issues, and collaborates with cross-functional teams to enhance processes, communication, and value realization. This leader also mentors and manages the customer success team, sets performance objectives, and reports customer outcomes and insights to senior leadership.

Qualifications

Strong Customer Satisfaction and Customer Experience skills, with a track record of improving client relationships and service quality. Experience in Customer Retention and Account Management, including managing strategic accounts and multi-stakeholder relationships. Sales and commercial acumen, with the ability to identify expansion opportunities and partner with sales teams on renewals and upsells. Leadership experience in customer success or client services within real estate, infrastructure, logistics, or related B2B sectors. Ability to work effectively in a remote environment, managing distributed teams and collaborating across functions and geographies. Strong analytical, reporting, and problem-solving skills, including the use of KPIs and customer health metrics to drive decisions. Excellent communication and negotiation skills, with the ability to engage senior stakeholders and international partners.