Vice President of Customer Success - Remote

Overview

The VP of Customer Success owns the Customer Success and Renewals programs. This is crucial in driving high renewal rates and sustainable increases in renewals. The VP of Customer Success will build a department whose primary focus is enabling customer expansion and protecting ARR, based on the value customers receive from solutions and services. The Success function has a revenue-focus, aimed at increasing renewals, growing upsells, and identifying cross-sell opportunities. Additionally, the VP of Customer Success will be responsible for establishing world-class Voice-of-the-Customer telemetry through NPS, At Risk, and Customer Health programs.

In Short

• Materially improve renewal rates and implement structured annual increase programs.
• Build and drive high-impact, reactive risk management programs to address immediate threats effectively.
• Build scalable customer success teams that align programs and resources according to market segmentation.
• Build and drive high-impact, proactive risk management programs to anticipate and mitigate potential risks.
• Build programs to survey and analyze customer sentiment through cross-functional feedback loops.

Requirements

• Bachelor's degree Or equivalent experience
• 7+ years in Customer Success Leader
• Travel expected: 25-50%
• Office Requirements: 3 days per week

Benefits

• Opportunity to lead a critical function in the organization.
• Impact on customer retention and revenue growth.
• Work with cross-functional teams to enhance customer experience.
• Develop and implement innovative customer success strategies.