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Job description
Description
Vice President of Customer Success
Position Summary
The Vice President of Customer Success is responsible for developing and executing the company's global customer success strategy to maximize customer satisfaction, retention, expansion, and lifetime value. This executive leader oversees the customer journey from implementation through ongoing engagement, ensuring customers achieve measurable business outcomes while driving recurring revenue growth. The VP of Customer Success partners closely with Sales, Professional Services, Support, Product, Marketing, and Finance to deliver a world-class customer experience to existing customers.
This role is a key member of the executive leadership team and is responsible for building scalable processes, leading high-performing teams, and establishing a customer-centric culture across the organization.
Key Responsibilities
Customer Success Strategy
Develop and execute a global Customer Success strategy aligned with company growth objectives.
Build scalable customer engagement models for SMB, Mid-Market, Enterprise, and Strategic Accounts.
Establish customer health scoring, success plans, lifecycle management, and executive business reviews.
Defining and tracking key performance indicators (KPIs) such as customer retention rates, upsell and cross-sell revenue, and customer satisfaction scores.
Champion customer advocacy throughout the organization.
Customer Retention & Growth
Own Net Revenue Retention (NRR), Gross Revenue Retention (GRR), customer satisfaction, and customer loyalty.
Identify at-risk customers and implement strategies to mitigate churn while maximizing renewals and customer lifetime value.
Drive renewal and expansion strategies in partnership with Sales.
Reduce customer churn through proactive engagement and risk management.
Identify upsell and cross-sell opportunities.
Customer Experience
Create and oversee best-in-class customer onboarding and adoption experience, including the entire customer journey, ensuring a seamless and value-driven customer experience.
Partner with sales and product teams to create and improve onboarding and engagement processes.
Create a best-in-class customer onboarding and adoption experience.
Ensure customers realize measurable ROI from company solutions.
Develop customer success playbooks and standardized engagement models.
Leadership
Strong leadership skills, with the ability to inspire and guide cross-functional teams to drive customer-centric initiatives.
Lead, manage, and scale a high-performing Customer Success team, including managers and individual contributors.
Recruit, develop, and mentor Customer Success leaders and managers.
Build a high-performance, metrics-driven culture.
Define organizational structure as the business scales globally.
Foster collaboration across Customer Success, Support, Professional Services, and Sales.
Cross-Functional Collaboration
Partner with:
Working with sales teams to ensure seamless handoffs and effective upsell and cross-sell strategies.
Partnering with product teams to inform product development priorities and ensure that customer needs are met and to influence roadmap priorities.
Collaborating with marketing teams to develop targeted campaigns and messaging that resonate with customers.
Professional Services on implementations.
Support on customer escalations.
Finance on renewals, forecasting, and customer profitability.
Act as the voice of the customer in internal discussions, influencing product roadmaps and sales strategies.
Operational Excellence
Own and report on key customer success metrics (e.g., NRR, churn, customer health score) to the executive team.
Provide actionable insights and data-driven recommendations to inform strategic decisions and improve customer outcomes.
Develop KPIs and executive dashboards.
Drive process improvement and automation.
Build forecasting models for renewals and customer health.
Own customer retention targets.
Forecast renewal and expansion revenue.
Manage Customer Success budget.
Lead initiatives to improve customer retention rates and ensure customers realize the full value of the product.
Key Performance Indicators
The VP of Customer Success will be measured on:
Net Revenue Retention (NRR)
Gross Revenue Retention (GRR)
Customer Churn
Renewal Rate
Customer Lifetime Value (CLV)
Net Promoter Score (NPS)
Customer Satisfaction (CSAT)
Customer Health Score
Time to Value
Product Adoption
Expansion Revenue
Executive Business Reviews Completed
Customer Reference Program Growth
Qualifications
Required
Bachelor’s degree in business, Engineering, Information Technology, or related field.
15+ years of progressive leadership experience in Customer Success, Professional Services, SaaS, Technology Services, or Enterprise Solutions.
7+ years leading large Customer Success organizations.
Demonstrated success improving retention and recurring revenue.
Strong executive communication and presentation skills.
Experience building customer success organizations from growth-stage through enterprise scale.
Preferred
MBA
Experience with private equity-backed companies
Experience in enterprise software, managed services, cybersecurity, AIDC, RFID, mobility, or supply chain technology
International leadership experience
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.
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Worksite address
westlake, OH, 44145, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.