Vice President of Customer Success

About the Role

This is a senior executive opportunity for a strategic leader to oversee a global customer success function. The role focuses on helping customers achieve measurable value, deepening long-term relationships, and delivering a strong experience after the sale across all customer groups.

The right candidate will bring extensive experience in customer success, account management, and high-quality service delivery. The position is central to improving retention, increasing product or service adoption, and connecting customer outcomes with broader business growth goals.

Key Responsibilities

• Create and direct the customer success strategy so it supports company objectives and aligns with each stage of the customer journey.
• Grow, structure, and coach a high-performing customer success team across several regions.
• Improve retention, customer satisfaction, and long-term value delivery through well-defined engagement approaches.
• Work closely with Sales, Product, Marketing, and Professional Services to provide a smooth end-to-end customer experience.
• Set up and track KPIs such as adoption, renewals, and customer health indicators.
• Design repeatable processes, playbooks, and best practices that can scale with the business.
• Manage executive relationships with strategic customers and important accounts.
• Review customer data and feedback to spot patterns, risks, and opportunities for expansion.
• Oversee the strategy for onboarding, adoption, expansion, and renewals.
• Represent the customer’s perspective internally and help shape improvements to products and services.
• Lead workforce planning, team development, and organizational structure for customer success operations.

Qualifications

• A bachelor’s degree in Business, Communications, or a similar discipline is required; an advanced degree is preferred.
• At least 10 years of experience in customer success, account management, or customer operations, including senior leadership responsibilities.
• Demonstrated success in leading and scaling customer success teams in remote or distributed settings.
• Strong knowledge of customer lifecycle management, retention methods, and value realization frameworks.
• Excellent leadership, communication, and stakeholder management abilities.
• Strong analytical capability and a data-led approach to decision-making.
• Comfort working across functions in fast-moving, changing environments.
• Experience using CRM systems and customer success tools.

Preferred Qualifications

• Background in SaaS, technology, or other service-based industries.
• Experience managing enterprise customer success or global account portfolios.
• History of leading transformation or scaling initiatives in customer-facing teams.
• Strong executive presence and the ability to influence senior leaders.

What We Offer

• A fully remote role open to candidates located anywhere in the United States.
• An executive position with substantial strategic influence.
• The chance to shape customer success strategy and improve customer experience at scale.
• A collaborative environment focused on cross-functional partnership and growth.
• A competitive executive compensation package based on experience and performance.

Additional Information

If you are a customer-focused leader who enjoys building strong teams and creating exceptional long-term customer experiences, this role may be a strong fit.