Vice President of Customer Success
Job Description
About the Organization
We are a global SaaS and AI-powered enterprise platform company, enabling organizations to transform how they operate, engage customers, and scale revenue through cloud-native applications, advanced analytics, and automation technologies. Our solutions are deeply embedded within client operations, making customer success a mission-critical function directly tied to revenue growth and long-term enterprise value.
Our business model is built on recurring revenue, long-term enterprise contracts, and expansion-driven growth, where success is defined not only by acquisition but by retention, adoption, and continuous value delivery. We partner with some of the world’s most sophisticated enterprises, supporting them through complex digital transformation journeys.
As we scale globally, customer expectations are evolving toward proactive engagement, measurable ROI, and seamless lifecycle experiences. We are investing heavily in building a world-class Customer Success organization powered by data, automation, and predictive insights, ensuring that every customer realizes maximum value from our platform.
The Vice President of Customer Success will lead the global customer success organization, responsible for driving customer retention, expansion revenue, product adoption, and overall customer satisfaction. This role will oversee the entire post-sale lifecycle, including onboarding, account management, renewals, and customer advocacy.
This is a strategic and operational leadership role requiring a proven executive who can scale customer success frameworks, align cross-functional teams, and deliver measurable impact on revenue and customer outcomes.
Essential Duties and Responsibilities
- Define and execute the global customer success strategy across all enterprise and mid-market segments.
- Drive key metrics including Net Revenue Retention (NRR), Gross Retention, Customer Lifetime Value (CLTV), and churn reduction.
- Lead onboarding, adoption, and engagement programs to ensure time-to-value and product utilization.
- Build and scale a high-performing global Customer Success organization.
- Partner with sales to support renewals, upsell, and cross-sell opportunities.
- Develop customer health scoring models and predictive analytics frameworks.
- Establish best-in-class customer engagement, communication, and support processes.
- Collaborate with product teams to incorporate customer feedback into product development.
- Oversee escalation management and ensure high levels of customer satisfaction (CSAT/NPS).
- Implement tools and systems to optimize customer success operations and reporting.
Job Qualifications and Requirements
- Bachelor’s or Master’s degree in Business, Marketing, or related field; MBA preferred.
- 12–18+ years of experience in customer success, account management, or post-sales leadership roles.
- Proven track record in scaling customer success organizations within SaaS or subscription-based businesses.
- Strong understanding of customer lifecycle management and retention strategies.
- Experience managing enterprise accounts and complex customer environments.
- Familiarity with CRM and customer success platforms (Salesforce, Gainsight, etc.).
- Experience in global, multi-region operations preferred.
Personal Capabilities and Qualifications
- Strong leadership and team-building capabilities.
- Customer-centric mindset with focus on value delivery and relationship management.
- Strategic thinker with strong data-driven decision-making skills.
- Excellent communication and executive presence.
- Ability to manage complex customer environments and cross-functional teams.
- Results-oriented with a strong focus on retention and revenue growth.
Strategic Support
- Partner with CRO and executive leadership to define customer growth and retention strategy.
- Provide insights into customer behavior, churn risks, and expansion opportunities.
- Align customer success initiatives with sales, product, and marketing strategies.
- Support enterprise growth through customer advocacy and long-term partnerships.
Working Conditions
- Hybrid executive role with global oversight of customer success teams and operations.
- High-performance environment with focus on customer outcomes and revenue targets.
- Frequent interaction with enterprise clients and executive stakeholders.
- Occasional travel for client meetings, strategic reviews, and global team alignment.
Job Function
- Customer Success Strategy & Leadership
- Retention & Expansion Revenue
- Customer Lifecycle Management
- Account Management & Renewals
- Customer Analytics & Insights
- Cross-Functional Collaboration
Compensation & Benefits
- Compensation Package: $327,000 – $489,000 base + performance bonus + equity incentives
- Comprehensive executive healthcare and wellness programs
- Retirement and financial planning support
- Performance-based incentives tied to retention and revenue growth metrics
- Executive leadership development programs
- Global career advancement opportunities
Why Join Us
- Lead customer success for a global SaaS and AI-driven enterprise organization.
- Drive measurable impact on customer retention, satisfaction, and revenue growth.
- Work at the forefront of customer experience transformation and lifecycle management.
- Collaborate with executive leadership across sales, product, and strategy.
- Build a world-class customer success organization, shaping the future of subscription-based business models.