You Are:

You are a strategic, customer-centric leader with a proven track record of building and scaling high-performing Customer Success organizations in a high-growth environment. You combine strong commercial acumen with a passion for helping customers achieve measurable business outcomes, consistently driving retention, expansion, and long-term customer value. You excel at developing talent, fostering cross-functional collaboration, and using data-driven insights to inform strategy and operational excellence. You are an influential communicator with executive presence, capable of building trusted relationships with customers, partners, and internal stakeholders while serving as the voice of the customer across the organization.

The Work:

• Define and execute the company's Customer Success strategy, aligning customer outcomes with overall business objectives.

• Build, lead, and develop a high-performing Customer Success organization, including hiring, coaching, and performance management.

• Own the end-to-end post-sales customer lifecycle, from onboarding and adoption through renewal and expansion.

• Drive customer retention and growth by being a key influencer of important recurring revenue metrics, including Gross Revenue Retention (GRR) and Net Revenue Retention (NRR).

• Establish scalable customer engagement models, processes, and playbooks that support company growth and operational excellence.

• Develop customer health programs and leverage data-driven insights to proactively identify risks, improve adoption, and maximize customer value.

• Partner cross-functionally with Sales, Product, Professional Services, Support, Marketing, and Finance to deliver a seamless customer experience and influence business strategy.

• Serve as the executive voice of the customer, translating customer feedback into actionable product, service, and process improvements.

• Build executive relationships with strategic customers, leading Executive Business Reviews and ensuring customers achieve measurable business outcomes.

• Establish and report on Customer Success KPIs, forecasting renewals and churn, and providing regular insights and recommendations to executive leadership and the Board.

Travel may be required for this role.  The amount of travel will vary from 25% to 100% depending on business need and client requirements.

Here’s What You Need:

• Minimum 5 years of experience in Customer Success, Account Management, Professional Services, or related SaaS roles, with at least 4 years in a senior leadership or director-level capacity managing teams of 5 or more.

• Minimum 5 years of hands-on experience owning and reporting on SaaS metrics including ARR, MRR, NRR, GRR, CAC, LTV, churn, and product adoption, with demonstrated ability to influence those metrics directionally.

• Minimum 5 years of experience directly owning renewal and expansion revenue targets, with a track record of achieving or exceeding GRR 90% and NRR 105% (or equivalent benchmarks for your segment).

• Minimum 5 years of experience building or scaling a Customer Success organization in a high-growth B2B SaaS environment (e.g., company growing >20% YoY or from Series B through IPO stage).

• Minimum 5 years of experience presenting business reviews, forecasts, or strategic recommendations to C-suite executives or Board-level stakeholders.

• Minimum 5 years of cross-functional leadership experience, formally partnering with Sales, Product, and/or Finance to drive shared outcomes such as retention, adoption, or revenue growth.

• Bachelor's degree or equivalent (minimum 12 years) work experience. (If Associate Degree, must have minimum 6 years work experience)