Position Overview:The Vice President, Customer Success will be responsible for building and scaling a best-in-class Customer Success organization that drives customer adoption, retention, expansion, and long-term strategic partnerships.
This is a transformational leadership opportunity for an executive who has successfully built Customer Success organizations within B2B SaaS or technology environments. The successful candidate will establish the vision, operating model, organizational structure, and performance framework necessary to deliver exceptional customer outcomes while supporting continued company growth.
The Vice President, Customer Success will partner closely with Sales, Product, Operations, Support, and Engineering to create a seamless customer experience throughout the customer lifecycle.
Key ResponsibilitiesStrategic Leadership- Develop and execute a Customer Success vision and long-term strategy.
- Build a scalable Customer Success organization capable of supporting continued company growth.
- Establish customer segmentation, engagement models, and service delivery standards aligned with business objectives.
- Serve as the executive advocate for customer experience across the organization.
Organization Development- Recruit, develop, and mentor a high-performing Customer Success leadership team.
- Define organizational structure, career progression, performance expectations, and talent development plans.
- Foster a culture focused on accountability, collaboration, customer advocacy, and continuous improvement.
Customer Lifecycle Management- Own the customer experience from implementation through adoption, value realization, renewal, and expansion.
- Develop proactive customer engagement strategies that improve adoption and business outcomes.
- Establish customer health scoring, success planning, executive business reviews, and risk mitigation programs.
- Create scalable playbooks for onboarding, adoption, renewal readiness, and customer advocacy.
Retention & Revenue Growth- Own customer retention strategy and support achievement of Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) goals.
- Partner closely with Sales to drive renewal excellence and identify expansion opportunities.
- Develop forecasting methodologies for renewals, customer health, and churn risk.
- Implement strategies that improve customer lifetime value while reducing customer attrition.
Operational Excellence- Develop KPI dashboards and executive reporting for Customer Success performance.
- Establish measurable objectives including:
- Net Revenue Retention (NRR)
- Gross Revenue Retention (GRR)
- Customer Churn
- Product Adoption
- Time-to-Value
- Customer Health Scores
- Net Promoter Score (NPS)
- Customer Satisfaction (CSAT)
- Optimize Customer Success technology platforms, workflows, and operational processes.
Cross-Functional Leadership- Partner with Product Management to ensure customer feedback influences product roadmap decisions.
- Collaborate with Sales to ensure smooth customer transitions and consistent account engagement.
- Work closely with Support, and Operations to deliver a seamless customer experience.
- Support Marketing initiatives related to customer advocacy, references, testimonials, and case studies.
Required Qualifications- Bachelor's degree required; MBA preferred.
- 12+ years of progressive leadership experience within SaaS, technology, or recurring revenue businesses.
- Minimum of 7 years leading Customer Success organizations.
- Demonstrated experience building or transforming Customer Success teams in a high-growth environment.
- Experience managing enterprise customer relationships and executive stakeholders.
- Strong understanding of subscription business models, customer lifecycle management, and customer retention strategies.
- Proven ability to develop scalable processes while maintaining a high-touch customer experience.
- Strong financial, analytical, and operational acumen.
- Exceptional executive communication and presentation skills.
Preferred Experience- Hospitality technology, telecommunications, managed services, or enterprise technology experience.
- Experience serving large hotel brands, management companies, ownership groups, or multi-location enterprise customers.
- Experience with HubSpot, Salesforce, Gainsight, Totango, ChurnZero, or similar Customer Success platforms.
- Experience leading organizational transformation initiatives.
Leadership Competencies- Strategic and visionary leadership
- Customer-first mindset
- Operational excellence
- Executive presence
- Data-driven decision making
- Cross-functional collaboration
- Organizational development
- Change management
- Talent development and coaching
- High emotional intelligence
Physical requirements:
Working Conditions:This is a full-time hybrid/remote office environment. Some travel may be required.
Physical Activities: Occasional standing, stooping, and lifting up to 15 pounds
Physical Demands: Prolonged periods of sitting at a desk, working on a computer, and speaking on a telephone. Frequent repetitive motions
Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
