Vice President of Customer Success - Remote

Overview

The Vice President of Customer Success is a key leadership role responsible for developing and executing strategies to ensure the success and satisfaction of our customers. This individual will lead a team that drives trial conversion, adoption, retention, and growth through exceptional customer experiences, from trial to paid conversion to advocacy.

In Short

• Develop and execute comprehensive customer success strategies and programs.
• Drive delivery of conversion, retention, and upsell strategies across the organization.
• Identify key metrics and goals to measure effectiveness of customer success programs.
• Collaborate with the product team to provide customer insights.
• Establish clear goals and performance metrics for the team.
• Proactively engage with customers to identify value realization opportunities.
• Champion the voice of the customer within the organization.
• Partner with sales for upsell and cross-sell opportunities.

Requirements

• 15+ years of experience in a leadership role within Customer Success.
• Strong understanding of B2C and/or B2SMB customer success programs.
• Experience leveraging AI for productivity and innovation.
• Prior experience with “Marketing as a Service” models.
• Strong analytical ability to leverage data for decision-making.
• Understanding of SaaS business models.
• Demonstrated ability to lead high-performing teams.
• Excellent communication and interpersonal skills.
• Strategic thinking to drive business outcomes.
• Bachelor's degree in business, marketing, or related field preferred.

Benefits

• Diversity and inclusion culture.
• Opportunities for career growth and professional development.
• Generous paid time off policy.
• Competitive benefits package supporting health and well-being.