Purpose of the Role

The Vice President, Customer Success owns AFS's Customer Success function company-wide, including retention and expansion revenue across the entire AFSVision customer base. This is an executive leadership role accountable for building, staffing, and scaling the Customer Success organization - from Customer Success Managers through Principal CSMs - and for setting the multi-year strategy that turns customer relationships into durable, growing revenue. The role exists to give AFS a single, accountable executive owner for customer retention, expansion, and satisfaction, and to represent the customer's voice at the executive and Board level.

Scope of Responsibility and Authority

The VP, Customer Success Manager has full authority over the Customer Success organization's structure, staffing, and budget, and is accountable for company-wide retention (GRR) and expansion (NRR) revenue targets. The role sets final direction on renewal, expansion, and escalation strategy for the portfolio, hires and manages Principal and Senior Customer Success Managers, and makes resourcing trade-offs across the team. As a member of the extended executive leadership team, this role partners with the SVP Client Services, Sales, Product, and Finance leadership on go-to-market and product strategy, presents customer health and revenue performance to the executive team, and operates within AFS's regulatory and compliance boundaries as an FFIEC-regulated technology service provider.

Core Responsibilities

• Own company-wide retention (GRR) and expansion (NRR) revenue targets across the entire AFSVision customer base.
• Build, lead, and scale the Customer Success organization, including hiring, team structure, and career paths from CSM through Principal CSM.
• Set the multi-year Customer Success strategy and roadmap in alignment with AFS's overall growth goals.
• Own and manage the Customer Success budget and resource allocation across the portfolio.
• Serve as the final escalation point for AFS's most complex or highest-risk customer relationships.
• Represent Customer Success on the executive leadership team and report customer health and revenue performance.
• Partner with Sales, Product, and Finance leadership on go-to-market strategy, pricing, and product roadmap priorities.
• Define and own company-wide Customer Success metrics and KPIs, including NRR, GRR, health scores, and adoption.
• Recruit, develop, and mentor Customer Success leadership.
• Set AFS's enterprise-wide AI strategy for Customer Success, championing adoption across the organization.
• Own Customer Success input into strategic initiatives such as M&A diligence and portfolio-level renewal risk assessment.
• Represent AFS externally with top strategic customers, at industry events, and with analysts.

First 12 Months Outcomes: What Success Looks Like

Success in the first year is defined by a fully staffed and functioning Customer Success leadership team, measurable progress against company-wide retention and expansion targets, and established credibility with the executive team, while meeting AFS's compliance and quality standards.

• Deliver a company-wide Customer Success strategy and org design approved by the executive team within the first 90 days.
• Meet or exceed company-wide GRR and NRR targets for the year.
• Hire and onboard a fully staffed Customer Success leadership bench of Principal and Senior CSMs.
• Stand up a company-wide health and revenue scorecard reviewed monthly with the executive team.
• Implement an AI adoption program across the Customer Success organization with measurable productivity impact.
• Establish direct executive relationships with AFS's top strategic customers.

Ways of Working

• Executive accountability - owns company-wide outcomes and results, not just team activity.
• People-first leadership - builds and develops a high-performing team, and measures success through their growth and results.
• Data-driven decision making - leads with metrics on retention, expansion, and health, and expects the same from the team.
• Cross-functional partnership at the executive level - builds trust and alignment with Sales, Product, and Finance leadership.
• Board and executive-ready communication - translates complex customer and revenue dynamics into clear, decision-ready narratives.
• AI-first leadership - sets the tone for AI adoption across the organization rather than waiting for it to be mandated.

Profile

The ideal candidate is an executive customer success leader who thinks in terms of company-wide revenue and organizational health, not individual accounts. They build and develop strong teams, hold themselves and their leaders accountable to clear metrics, and are equally comfortable in a Board room and in a working session with a front-line Customer Success Manager.

Qualifications

We are looking for a proven Customer Success executive who has built and led high-performing teams accountable for company-wide retention and expansion revenue. Prior experience owning a P&L or revenue target at the organizational level is important; a demonstrated record of scaling a Customer Success function matters most.

• 12+ years in customer success, account management, or related revenue leadership in B2B enterprise software, including 5+ years of people leadership.
• Demonstrated track record owning company-wide or business-unit-level retention and expansion revenue targets.
• Experience building and scaling a Customer Success organization, including hiring, structure design, and leadership development.
• Proven ability to present to and influence Boards and executive leadership teams.
• Deep experience in financial services, fintech, or another regulated industry strongly preferred.
• Strong track record partnering with Sales, Product, and Finance leadership on go-to-market and product strategy.
• Experience owning a Customer Success budget and making resourcing trade-offs across a team.
• Executive fluency with AI tools and modern Customer Success technology, with experience driving adoption across an organization.

Work Environment & Physical Demands

Hybrid role with in-office expectation Tuesday-Thursday, remote Monday & Wednesday. Work is performed primarily in an office setting during normal business hours, with limited evening requirements for special events. Flexible schedule options are available in accordance with AFS company policy. This role requires high-frequency use of computer keyboards and monitors.