CS VP - Seattle

OVERVIEW:

As the VP of Customer Success, you will be the primary architect of the post-sales journey for our global enterprise clients. In the rapidly evolving landscape of Agentic AI, "success" isn't just about software uptime; it’s about ensuring our autonomous agents deliver measurable ROI and integrate seamlessly into complex human-digital workflows.

You will lead a global team of Success Managers, Solutions Architects, and Support Engineers, transforming them into a world-class organization that drives adoption, prevents churn, and identifies expansion opportunities within the Fortune 500.

LOCATION: Seattle, WA

RESPONSIBILITES:

1. Strategic Leadership & Vision

• Define and execute the Global Customer Success strategy, pivoting from traditional SaaS reactive support to a proactive, value-based partnership model.
• Develop the "Agentic Maturity Model" to help customers progress from simple automation to fully autonomous agent orchestration.
• Serve as the executive sponsor for Tier-1 global accounts, building relationships with C-suite stakeholders (CIOs, CDOs, and CTOs).

2. Operations & Performance

• Retention & Growth: Own the Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) targets.
• Customer Health Monitoring: Implement AI-driven telemetry to monitor agent performance, latency, and "hallucination" rates to preemptively address technical friction.
• Onboarding: Streamline the deployment of agentic frameworks, reducing Time-to-Value (TTV) for complex, multi-departmental AI implementations.

3. Cross-Functional Collaboration

• Product Feedback Loop: Act as the "voice of the customer," funneling edge-case requirements and feature requests back to the Engineering and Research teams.
• Sales Alignment: Partner with the CRO to ensure a "warm handoff" and identify white-space opportunities for expansion.
• Marketing: Cultivate a community of power users and brand advocates for case studies and advisory boards.

MUST HAVE SKILLS:

Experience Required

• Minimum 10+ years in Customer Success leadership, with at least 5 years at the VP or Global Head level within Enterprise SaaS or AI/ML sectors required.
• Deep understanding of the AI lifecycle, including LLMs, RAG (Retrieval-Augmented Generation), and the specific challenges of Agentic workflows (governance, ethics, and security) required.
• Proven track record of managing global teams across multiple time zones (Americas, EMEA, APAC) and scaling organizations from $20M to $100M+ ARR required.
• Previous experience with customer success methodologies and practices like segmentation, customer journey, customer health scoring, etc required.
• Strong interpersonal skills, able to navigate complex organizational structures and relationships, comfortable engaging with C-level sponsors required.
• Proficiency in Gainsight, Salesforce, and advanced analytics tools to drive decision-making required.
• Candidates must currently reside in Seattle, WA & near major airport required
• Travel requirement: 25% at minimum

EDUCATION QUALIFICATION:

·       Bachelor’s degree required; MBA is highly preferred.

Depending on specific professional experience and geographical location of individuals, the salary for this position ranges from $200,000 - $220,000.  Additional wage/bonus/commission and benefit details will be shared during the formal interview process for this full-time employment opportunity.