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 organization and driving customer outcomes, satisfaction, and retention. This role oversees strategy, processes, and performance metrics for customer onboarding, adoption, expansion, and advocacy, working closely with sales, product, and operations teams. Day-to-day responsibilities include managing and mentoring customer success managers, reviewing account health and risk, developing playbooks and best practices, and ensuring a consistent, high-quality customer experience. The Vice President will analyze customer data and feedback to inform improvements, create executive-level reporting on customer success performance, and participate in key customer meetings to strengthen strategic relationships. This position also contributes to revenue growth by identifying expansion opportunities, supporting renewals, and aligning customer success initiatives with overall business goals.
Qualifications
Customer Satisfaction and Customer Experience skills to design and oversee programs that enhance customer outcomes and perceptions. Customer Retention and Account Management skills to manage long-term relationships, reduce churn, and ensure renewal and expansion. Sales and Customer Experience skills to collaborate with revenue teams, support upsell and cross-sell motions, and align customer value with commercial goals. Proven experience leading customer success or client services teams at a senior leadership level, preferably in a B2B or SaaS environment. Strong analytical and reporting abilities, including experience with customer success platforms, CRM tools, and data-driven decision-making. Excellent communication, negotiation, and stakeholder management skills, with the ability to engage confidently with executive-level customers and internal leaders. Demonstrated track record of building scalable processes, playbooks, and performance metrics for customer success organizations.