Vice President of Customer Success

Company Description

Wind Creek Aruba offers Guests an escape from everyday life into an engaging world of entertainment, possibility, and belonging. Across all locations, Wind Creek cultivates a distinctive culture that supports Team Members through strong values and a collaborative environment. The organization is guided by the principles “Do it right. Be the best. Have fun,” which shape both internal operations and the Guest experience. Team Members are encouraged to bring genuine care and positive energy to work, creating a workplace where everyone feels valued and important. This commitment to inclusion and service enables Wind Creek to deliver a consistently “winning” experience for Guests. Role Description The Vice President of Customer Success is a full-time remote role responsible for leading the strategy, execution, and continuous improvement of customer success initiatives for Wind Creek Aruba. This role oversees customer success teams, sets performance goals, and develops programs that drive customer satisfaction, retention, and loyalty across all touchpoints. Day-to-day responsibilities include analyzing customer feedback and data, identifying trends, and designing customer experience enhancements that align with business objectives. The Vice President partners closely with Sales, Marketing, Operations, and Account Management to ensure cohesive customer journeys, effective onboarding, and proactive issue resolution. This role also involves mentoring leaders, optimizing processes and tools, and presenting key customer success metrics and recommendations to executive leadership.

Qualifications

Strong customer success leadership with skills in Customer Satisfaction and Customer Experience, demonstrating the ability to design and implement strategies that enhance Guest engagement and loyalty. Proven experience in Customer Retention and Account Management, including developing retention programs, managing key accounts, and nurturing long-term relationships. Background in Sales with an understanding of how customer success supports revenue growth, cross-sell and up-sell opportunities, and strategic partnerships. Extensive experience in leading distributed or remote teams, with strong people management, coaching, and performance management capabilities. Excellent analytical skills, including the ability to interpret customer data, build dashboards, and translate insights into actionable plans. Outstanding communication, negotiation, and stakeholder management skills, with the ability to collaborate effectively across departments and with senior leadership. Track record of building scalable customer success processes, implementing CRM or customer success platforms, and driving operational efficiency. Bachelor’s degree in Business, Hospitality Management, Marketing, or related field; advanced degree or equivalent leadership experience in customer success or hospitality is beneficial. Experience in hospitality, gaming, entertainment, or related guest-centric industries is preferred, with a strong commitment to inclusivity and a positive team culture.