The RoleWe're looking for an experienced VP of Customer Success to architect Forward's customer success function with a clear mandate: drive adoption and grow revenue inside our existing accounts. You'll own the post-sale customer journey end to end - onboarding, adoption, retention, and expansion - and the metrics that come with it (net revenue retention, gross retention, product adoption, and expansion pipeline).
You'll personally be involved with our most important accounts helping to understand challenges they are facing and how our products and services can help drive value inside their organizations. You'll work collaboratively with your other peer leaders in the revenue and GTM organizations to architect the function across various customer segments and define roles & responsibilities to scale the function.
What You'll Do- Own adoption and time-to-value. Build the onboarding and adoption motion that gets customers to value fast and keeps them using Forward as part of how they work. Design change management frameworks for our customers to transform how they manage their networks.
- Drive net revenue retention. Own NRR and GRR as your headline numbers. Identify expansion opportunities, run renewals proactively, and turn healthy usage into growth.
- Build CS playbooks. Define the customer journey, segmentation, health scoring, success plans, QBR cadence, and the lifecycle motions for each stage.
- Stand up the tooling and signals. Evaluate our current CS tools, platforms and analytics; and evolve them to support the future vision of the function.
- Engage with the most important accounts. Be the trusted advisor to Forward's key customers, tying their business outcomes to product value.
- Reduce churn and de-risk renewals. Build an early-warning system for at-risk accounts and a clear play to recover them.
- Close the product feedback loop. Be the voice of the customer to Product and Engineering in partnership with Pre-Sales engineering, turning usage patterns and customer needs into roadmap influence.
- Partner cross-functionally. Work with Sales on smooth handoffs and expansion, with Product on adoption blockers, and with Marketing on advocacy, references, and case studies.
- Build the team. As the motion scales, hire, onboard, and lead a customer success team.
What We're Looking For- 12+ years in customer success, with at least 6+ years in leadership, including hands-on account ownership, not just program management.
- Proven experience building the CS function - you've built or substantially scaled a CS function, ideally at a startup or small team where you didn't have existing playbooks or tooling to lean on.
- A track record of driving adoption and expansion - measurable NRR/GRR improvement, reduced churn, and revenue grown inside the existing base.
- Strong commercial instincts - you're comfortable owning a number and spotting and closing expansion, not just keeping customers happy.
- Coaching mentality - you've demonstrated that you know how to develop and grow your people.
- Data fluency - you use usage data and health signals to prioritize and act, not just react.
- Comfort with ambiguity and a builder's bias - you create a process where none exists and move fast.
- Excellent communication - credible with a customer's executive sponsor and their day-to-day users alike.
Nice to Have- Experience in Networking or Security tools.
- Familiarity with CS platforms and tooling (e.g., Gainsight, Catalyst, Vitally, ChurnZero) and product analytics.
- A background that blends customer success with account management, renewals or sales, given the expansion focus.
The expected On-Target Cash Earnings for this role is between $360,000-$380,000 per year. Within this range, individual pay is determined by several factors including but not limited to, job-related skills, work experience, and relevant education/training
