Vice President of Customer Success Operations

Role Description The Vice President of Customer Success Operations is a full-time, remote leadership role responsible for shaping and executing the overall customer success strategy. This role oversees customer success processes, systems, and performance metrics to ensure high levels of customer satisfaction, retention, and growth. Day-to-day responsibilities include leading and mentoring customer success and account management teams, optimizing workflows and tools, and aligning customer success efforts with sales and product strategies. The Vice President will analyze customer data, identify trends and risks, drive initiatives to improve the customer experience, and collaborate with senior leadership on strategic planning and revenue goals. This position also requires developing scalable programs, defining best practices, and establishing clear communication and feedback loops with internal and external stakeholders.

Qualifications

Demonstrated expertise in Customer Satisfaction and Customer Experience, with a track record of improving key customer success metrics. Strong background in Customer Retention and Account Management, including experience with renewals, expansion, and long-term relationship management. Proficiency in aligning Customer Success with Sales, including collaboration on upsell strategies, pipeline planning, and revenue forecasting. Experience leading and scaling customer success or operations teams, preferably in a remote or distributed environment. Ability to design and manage customer success processes, including onboarding, health scoring, lifecycle management, and escalation paths. Advanced analytical skills, with experience using CRM, CS platforms, and business intelligence tools to drive data-informed decisions. Excellent communication, influence, and stakeholder management skills, with the ability to work effectively across executive, sales, product, and support teams. Bachelor’s degree in Business, Management, or a related field; an advanced degree or equivalent leadership experience is highly valued. Experience in SaaS or technology-driven organizations is beneficial, along with familiarity with subscription and recurring revenue models.