Senior Vice President of Customer Success and Operations Experience

About the Company

The organization provides energy system services and integrated energy solutions, including engineering for energy equipment, operations and maintenance, and optimization of energy management. Its focus is on helping industrial and commercial customers improve energy efficiency and the stability of their operations.

As part of an ongoing digital transformation, the business is investing in data-led and intelligent upgrades. By using distributed ledger and data collaboration tools, it aims to improve how energy data is recorded, shared, and settled, increasing transparency across multiple parties and reducing delays in information flow that are common in traditional energy management.

The company is also exploring smarter management of energy assets and greater process automation. Through technology-driven innovation, it seeks to improve operational efficiency and system reliability while moving energy services toward a more intelligent and efficient future.

Role Summary

The Senior Vice President of Customer Success and Operational Experience leads the company’s global customer success structure and end-to-end operational experience management. This executive is responsible for continuously improving the customer journey across product use, service delivery, and lifecycle management, with the goal of increasing customer value, renewals, and long-term growth. Reporting typically to the CEO or COO, this role connects customer experience, operational performance, and business expansion.

Key Responsibilities

This role is expected to shape customer success direction, strengthen operational consistency, and support growth across global teams.

• Create company-wide customer success plans and a global lifecycle management framework.
• Build a segmented customer model covering Enterprise, SMB, and Mid-market accounts.
• Improve retention, renewal performance, and expansion revenue.
• Design the full customer operational journey from onboarding through adoption, retention, and expansion.
• Map the customer journey, identify friction points, and remove process gaps.
• Set up customer experience measurement systems such as NPS, CSAT, and CES.
• Develop customer health scoring models to monitor account status and risk.
• Use data analysis to spot churn signals and uncover growth opportunities.
• Lead the creation of customer success data platforms and BI capabilities.
• Support renewal, upsell, and cross-sell planning and execution.
• Work closely with sales, product, and marketing teams to increase customer lifetime value.
• Shift the customer success function from a service focus to a growth-oriented model.
• Manage global customer success and operations teams, including CSMs, Support, and Operations staff.
• Standardize delivery methods and service workflows through playbooks and SOPs.
• Improve the scalability and consistency of customer service across regions.
• Build a high-performing organizational structure for customer success and operations.
• Develop a strong talent pipeline for Customer Success Managers and Customer Operations Specialists.
• Define and standardize competency models across the organization.
• Partner with product teams to drive customer-focused product improvements.
• Collaborate with sales teams to support revenue targets.
• Work with technical teams to strengthen support and service capabilities.

Qualifications

Applicants should bring deep leadership experience in customer success, operations, and enterprise service environments, along with strong strategic and analytical skills.

• Bachelor’s degree or higher; business management, marketing, information technology, or related disciplines are preferred.
• At least 20 years of experience in customer success, customer operations, or enterprise services.
• Between 8 and 15+ years in senior management positions.
• Experience handling global customer portfolios or working with large B2B/SaaS organizations is preferred.
• Knowledge of customer lifecycle management and subscription-based business models.
• Strong ability in data analysis and customer experience design.
• Excellent cross-cultural communication and organizational leadership skills.
• Proven experience leading transformation and growth in large organizations is preferred.

Core Competencies

• Customer success strategy
• Customer experience design
• Data-led operations management
• Revenue growth leadership
• Global organizational management
• Cross-functional collaboration