Vice President, Customer Success
Permanent - Full Time $142,000 - $199,000 / yearJob Overview
The Vice President, Customer Success is a key member of the senior leadership team, responsible for driving customer satisfaction, retention, and growth. This role oversees the customer success strategy, team management, and operations to ensure customers achieve their desired outcomes while maximizing the value of the company’s products and services.
The VP, Customer Success will partner closely with Sales, Marketing, Product and Service Support teams to create a seamless customer journey and establish scalable processes that drive loyalty, expansion, and advocacy.
Key Responsibilities
MAIN RESPONSIBILITIES
Leadership & Strategy
Leadership & Strategy
- Develop and execute the company’s customer success strategy aligned with business objectives.
- Lead, mentor, and grow a high-performing customer success team, including account managers, onboarding specialists, and support staff.
Customer Experience & Retention
- Drive a customer-first culture across the organization.
- Define and implement processes that ensure customer satisfaction, adoption, and long-term retention.
- Serve as the executive sponsor for key strategic accounts.
- Monitor customer health metrics and proactively address risk of churn.
Revenue Growth & Expansion
- Partner with Sales and Service to identify upsell, cross-sell, and expansion opportunities.
- Ensure renewal processes are efficient and customer centric.
- Build frameworks for measuring customer lifetime value (CLV).
Collaboration & Advocacy
- Exceptional communication, negotiation, and stakeholder management skills.
- Ability to work effectively across departments and with external partners.
- Collaborate with Sales, Service, Marketing, Product and Engineering to bring customer feedback into the product roadmap.
- Partner with Marketing to develop customer advocacy programs, testimonials, and case studies.
- Represent the “voice of the customer” in executive strategy discussions.
Metrics & Reporting
- Establish KPIs and dashboards to track customer success performance (e.g., NPS, churn rate, adoption, retention, ARR).
- Present customer success metrics and insights to the executive team and board.
Skills, Knowledge & Expertise
REQUIRED EDUCATION AND QUALIFICATIONS
Education Level:
- Bachelor’s degree, preferably in business or related area and/or equivalent experience
Qualifications:
- 10+ years of experience in customer success, account management, or related fields, with at least 5 years in a leadership role.
- Proven track record of reducing churn, driving customer adoption, and increasing net revenue retention.
- Experience building and scaling customer success organizations in a high-growth SaaS or technology environment (preferred).
- Strong business acumen with the ability to align customer success strategies with company goals.
- Exceptional leadership, communication, and relationship-building skills.
- Data-driven mindset with the ability to interpret and act on performance metrics.
- Ability to travel up to 25% as required.
REQUIRED SKILLS AND COMPETENCIES
- Strategic thinker with a passion for customer experience.
- Empathetic leader with ability to inspire and gain trust and accountability at all levels of the organization.
- Highly collaborative and skilled at cross-functional alignment.
- Excellent communications, analytical, problem solving and project management skills.
- Entrepreneurial mindset with adaptability in fast-changing environments.