Vice President of Customer Success

Overview

Our client is seeking a strategic and results-driven Vice President of Customer Success

to lead and scale the customer success organization. This executive role is responsible for driving customer adoption, retention, and satisfaction while fostering strong relationships with enterprise clients. The ideal candidate combines leadership experience, deep customer empathy, and a data-driven approach to manage a team of customer success managers and support the overall growth strategy.

Key Responsibilities

- Define and execute the customer success strategy to maximize customer value, retention, and expansion.

- Lead, mentor, and scale a high-performing team of customer success managers and specialists.

- Establish key metrics and reporting frameworks to measure customer health, satisfaction, and retention.

- Partner with Sales, Product, and Marketing to ensure seamless onboarding, adoption, and lifecycle management.

- Identify and mitigate risks to renewals and expansions, proactively addressing customer challenges.

- Develop customer advocacy programs, including referenceable customers, case studies, and testimonials.

- Influence product roadmap and feature prioritization based on customer feedback and market insights.

- Drive cross-functional initiatives that enhance the overall customer experience and operational efficiency.

Operating Context

- Operates in a fast-growing, high-velocity SaaS environment with enterprise and mid-market clients.

- Reports directly to the Chief Revenue Officer or CEO and contributes to executive leadership discussions.

- Balances strategic initiatives with tactical execution across multiple customer segments.

Metrics / Success Criteria

- Customer retention and renewal rates (Net Revenue Retention / Gross Revenue Retention).

- Customer satisfaction and advocacy metrics (e.g., NPS, CSAT).

- Team performance, growth, and engagement.

- Expansion and upsell revenue achieved through customer success initiatives.

- Operational efficiency and effectiveness of customer success processes.

Cross-Functional Interactions

- Sales: Align on account strategy, renewals, and expansion opportunities.

- Product: Provide feedback on product improvements and advocate for customer needs.

- Marketing: Collaborate on customer communications, reference programs, and case studies.

- Finance & Operations: Support forecasting and reporting for customer success KPIs.

Please read before applying

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