Vice President of Customer Success

About the Role

We are looking for a seasoned, customer-driven Vice President of Customer Success to steer a global Customer Success function and help maximize value across the full customer journey. This senior leadership position focuses on shaping customer success direction, deepening customer relationships, improving retention and engagement, and ensuring customers realize clear business results from the company’s products and services.

The right candidate will be a strategic operator with substantial experience creating and growing Customer Success teams in fast-moving environments. This is a chance to influence customer strategy, strengthen operational performance, and build durable partnerships that support long-term growth.

Key Responsibilities

• Set and implement the Customer Success roadmap so it supports company goals and long-range expansion plans.
• Lead, coach, and develop a high-performing Customer Success team while promoting collaboration, ownership, and customer-first thinking.
• Create and refine lifecycle programs covering onboarding, adoption, engagement, retention, renewals, and expansion.
• Develop trusted, senior-level relationships with priority customers and act as their executive partner and sponsor.
• Work closely with Sales, Product, Marketing, Support, Engineering, and Operations to create a smooth and unified customer experience.
• Define and track success measures such as satisfaction, retention, product adoption, customer health, and account performance.
• Review customer feedback, usage patterns, and business data to uncover opportunities for product and service improvement.
• Build scalable processes, playbooks, and operating standards that improve team efficiency and customer outcomes.
• Lead initiatives across functions that strengthen customer experience, operational effectiveness, and long-term customer value.
• Manage forecasting, workforce planning, and organizational growth to match business needs and customer demand.
• Champion a customer-centric mindset across the company by ensuring customer insight informs strategic decisions.

Qualifications

• A bachelor’s degree in Business Administration, Marketing, Communications, Management, or a similar discipline is required; an MBA or another advanced degree is preferred.
• At least 10 years of progressive leadership experience in Customer Success, Customer Experience, Account Management, Customer Operations, or a related customer-facing area.
• A strong record of building and leading successful Customer Success organizations.
• Solid knowledge of customer lifecycle management, engagement strategy, and enterprise relationship management.
• Proven ability to drive cross-functional programs and work effectively with executive stakeholders.
• Excellent leadership, communication, presentation, and negotiation abilities.
• Strong strategic and analytical thinking with a data-informed approach to performance management.
• Hands-on experience with CRM systems, Customer Success tools, business intelligence platforms, and customer analytics solutions.
• Capability to manage organizational change and balance multiple strategic priorities in a dynamic environment.

Preferred Experience

• Prior leadership of Customer Success teams in SaaS, enterprise software, technology, professional services, healthcare, financial services, or similarly customer-focused sectors.
• Experience managing global customer operations and teams spread across multiple regions.
• Background in building scalable Customer Success frameworks during rapid growth phases.
• Demonstrated improvement in retention, engagement, and long-term customer value through strategic leadership.

What We Offer

• A fully remote role available anywhere within the United States.
• A senior leadership position with meaningful impact on customer strategy and overall business growth.
• The opportunity to build and scale a best-in-class Customer Success organization.
• A collaborative, innovative, and performance-oriented workplace.
• Competitive executive compensation along with comprehensive benefits.

Who Should Apply

This role is suited to strategic Customer Success leaders who are passionate about delivering outstanding customer experiences, developing high-performing teams, and creating lasting customer value.