Vice President of Customer Success

Role Overview

This is a senior executive Customer Success position with a rapidly scaling, venture-backed AI company serving large enterprises. The role is focused on post-sale leadership across retention, renewals, expansion, adoption, and measurable customer value for strategic and Fortune 500 accounts. The organization operates remotely from the United States, and the work includes managing a global team of 30+ people across the Customer Success function.

Compensation includes a base salary of $300,000 to $320,000, a bonus in the approximate range of $100,000 to $110,000 (around 30%), and equity of 80,000 shares. A passport is needed for some travel.

What the Company Does

The employer is building an enterprise AI platform that helps major organizations improve customer experience, automate interactions, and drive better performance across digital channels. Its solutions support operational efficiency, stronger customer satisfaction, and more effective business outcomes.

What You Will Own

You will lead the customer post-sale organization and turn Customer Success into a predictable growth engine. The mandate goes beyond account relationships and includes disciplined renewal management, growth planning, customer health tracking, and executive engagement across enterprise accounts.

Key Responsibilities

• Direct and grow the Customer Success organization across the United States, Canada, and India.
• Set the strategy for retention, renewals, expansion, adoption, consumption, and value realization.
• Build a proactive operating model that strengthens customer outcomes and supports predictable revenue growth.
• Create a culture centered on accountability, operational discipline, customer impact, and commercial execution.
• Coach and develop leaders, build succession depth, and strengthen the management bench.
• Define team structure, KPIs, reporting routines, and operating rhythms for the function.
• Own executive engagement with Fortune 500 and other large enterprise customers.
• Work directly with VP, SVP, and C-suite stakeholders on strategic account planning and business outcomes.
• Ensure accounts have clear success plans, adoption milestones, value plans, renewal paths, and expansion opportunities.
• Lead executive business reviews, account reviews, renewal discussions, and difficult customer conversations.
• Handle senior-level escalations with speed, clarity, and professionalism.
• Convert platform adoption and customer value into renewal support and expansion cases.
• Own retention, renewal results, expansion strategy, GRR, NRR, and post-sale revenue performance.
• Develop forecasting and risk processes for renewals, churn exposure, and expansion opportunities.
• Lead renewal strategy for enterprise contracts valued between $1M and $5M.
• Partner with Sales, Finance, RevOps, and Deal Desk on renewals, pricing, commercial terms, and contract strategy.
• Spot growth opportunities through product usage, adoption, consumption, business impact, and new use cases.
• Build repeatable playbooks for renewals, risk reduction, expansion, executive alignment, and strategic account growth.
• Oversee the full customer lifecycle from onboarding and implementation through renewal and expansion.
• Use usage, health, financial, and engagement signals to identify risks and opportunities early.
• Establish health scores, lifecycle tracking, adoption measures, segmentation, and success motions.
• Work with Solutions Architecture, Product, Engineering, and Support to help customers achieve measurable outcomes.
• Create executive-level narratives that clearly show ROI, adoption progress, use-case performance, and business value.
• Serve as the senior voice of the customer across Product, Engineering, Sales, Support, Finance, RevOps, Solutions Architecture, and Executive Leadership.
• Partner with Product and Engineering to surface customer needs, influence roadmap priorities, and address complex issues.
• Collaborate with Sales on handoffs, account planning, expansion strategy, and customer growth opportunities.
• Improve renewal operations, customer visibility, commercial processes, and forecast accuracy with Finance, RevOps, and Deal Desk.
• Break down silos across post-sale, product, technical, and revenue teams to deliver a cohesive customer experience.
• Bring strong technical fluency in AI, automation, integrations, APIs, enterprise SaaS, and complex software environments.

Candidate Profile

The ideal leader is commercially sharp, technically fluent, and experienced in scaling enterprise Customer Success functions in fast-growing software businesses. This person should be confident leading senior customer discussions, managing large distributed teams, and aligning customer outcomes with revenue performance.

Experience Requirements

• 12+ years in Customer Success, Account Management, Professional Services, Solutions Consulting, post-sale revenue leadership, or a similar customer-facing SaaS role.
• 8+ years leading Customer Success teams at VP, SVP, or equivalent executive level.
• Background in enterprise B2B SaaS Customer Success.
• Experience in AI, Generative AI, Conversational AI, Agentic AI, automation, data, customer experience technology, contact center software, or another highly technical SaaS environment.
• Demonstrated ownership of retention, renewals, expansion, GRR, NRR, adoption, consumption, and value realization.
• Experience managing Fortune 500, global enterprise, or other large strategic accounts with $1M to $5M contract values.
• Track record of leading distributed Customer Success teams across multiple locations or countries.
• Strong grasp of lifecycle management, health scoring, adoption analytics, usage data, renewal forecasting, expansion planning, and revenue risk management.
• Experience building, scaling, or transforming a Customer Success function, including structure, processes, metrics, systems, and playbooks.
• Commercial judgment in renewal strategy, pricing discussions, proposals, and Deal Desk collaboration.
• Ability to lead executive-level conversations with VP, SVP, C-suite, and strategic enterprise stakeholders.
• Technical credibility with Product, Engineering, Solutions Architecture, technical users, and executive buyers.
• Experience working cross-functionally with Sales, Product, Engineering, Finance, RevOps, Support, Solutions Architecture, and Executive Leadership.

Preferred Background

• Experience supporting AI and Machine Learning platforms.
• Exposure to Generative AI, LLMs, or Agentic AI products.
• Experience with Conversational AI solutions.
• Background in customer experience technology.
• Experience in enterprise B2B SaaS platforms.
• Familiarity with usage-based or consumption-based SaaS models.
• Experience with data, analytics, integration, or workflow automation platforms.
• Prior success in venture-backed, high-growth, or rapidly scaling SaaS companies.
• Experience managing Fortune 500 customer portfolios.
• History of owning renewal and expansion motions on $1M to $5M enterprise contracts.
• Experience building customer health models, lifecycle reporting, risk forecasting, and executive account review processes.
• Experience creating playbooks for onboarding, adoption, value realization, renewals, expansion, risk management, and executive alignment.
• Experience influencing product roadmap and go-to-market strategy as the customer advocate at the executive level.

Compensation and Travel

The package includes a base salary of $300,000 to $320,000, an estimated bonus of $100,000 to $110,000, and equity of 80,000 shares. Some travel is expected, and a passport is required for certain trips.

Location

This is a remote role based in the United States.