Vice President, Customer Success

Role Overview

This senior leadership position is for a Vice President of Customer Success based in the United States. The role is being handled by a partner organization, which will review applications and manage the next stages of the hiring process.

You will be responsible for setting and executing the customer success strategy across an enterprise client portfolio in a fast-moving marketing technology business. The focus is on improving retention, growing accounts, increasing customer satisfaction, and helping customers achieve measurable business outcomes through an advanced AI-driven marketing platform.

This is both a strategic and operational leadership role. You will guide a Customer Success organization, strengthen revenue performance, and work closely with Sales, Product, and Operations to ensure customers receive consistent value. The position carries significant visibility and has direct influence on Net Revenue Retention, expansion, and long-term client relationships.

Accountabilities

• Take full ownership of customer success performance for enterprise accounts, with emphasis on retention, upsell and expansion, Net Revenue Retention, NPS, and customer advocacy.
• Recruit, coach, and grow a team of Customer Success Managers whose work centers on adoption, engagement, and customer outcomes.
• Create and run disciplined processes for account planning, forecasting, renewals, and business reviews across priority customer groups.
• Increase customer value by broadening use of the platform across lifecycle marketing, personalization, segmentation, and omnichannel engagement use cases.
• Develop trusted senior-level relationships with strategic clients and act as a key escalation partner and advisor.
• Work in close partnership with Sales, Product, Operations, and Support to align around customer needs and drive continuous improvement.
• Convert customer feedback and market insights into clear recommendations that shape the product roadmap and platform direction.

Required Experience and Qualifications

The ideal candidate brings 10 to 15 years of experience in Customer Success, Account Management, Professional Services, or a similar client-facing leadership background. At least 5 years should include leading Customer Success or enterprise account teams in SaaS, martech, or digital marketing settings.

Success in this role requires a demonstrated history of improving retention, expansion, and Net Revenue Retention across enterprise customer portfolios. Strong knowledge of lifecycle marketing, email marketing, personalization, segmentation, and customer engagement strategies is essential.

You should have a record of building and scaling high-performing teams while maintaining a strong focus on commercial results. Executive presence, comfort with senior stakeholders, and excellent communication, leadership, and organizational abilities are important, along with solid business and financial judgment.

The role also requires confidence in working in a data-led environment, including forecasting, performance tracking, and metric-based decision-making.

Compensation and Benefits

• Base pay is expected to be in the range of $180,000 to $185,000, with bonus and equity opportunities in addition.
• Medical, dental, and vision coverage are included.
• Unlimited paid time off is offered to support flexibility and work-life balance.
• An employee equity program provides long-term ownership in the company.
• Additional benefits include wellness programs, employee discounts, virtual classes, and pet insurance.
• You will have the opportunity to lead a high-impact customer success function inside a fast-growing AI-powered marketing platform.
• The role offers executive-level visibility and direct input into customer strategy and business growth.

Application and Hiring Process

The application is reviewed through the partner company’s hiring process. Applications are screened using an AI-assisted matching system to identify candidates whose experience best aligns with the role’s core requirements. Shortlisted candidates are then shared with the hiring company, which handles interviews, assessments, and final hiring decisions.

Privacy and Data Processing Notice

By applying, you acknowledge that your personal data may be processed to evaluate your candidacy and shared with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws, including GDPR. You may request access, correction, deletion, or objection to processing at any time.

AI tools may also be used to support parts of the recruitment workflow, such as reviewing applications, analyzing resumes, or checking for inconsistencies in submitted materials. These tools assist the recruitment team but do not replace human judgment. Final hiring decisions are made by people.