As the VP of Customer Success, you'll develop and implement a strategy to drive gross retention rate (GRR), and net retention rate (NRR) for SheerID customers through incremental value delivery. You will lead a team responsible for defining, building, and executing a strategy to engage with our customers across their lifecycle while maintaining commercial ownership of retention and expansion targets. Directly supervising a global customer success organization, this role will lead a high touch consultative approach to addressing enterprise customer success and driving expansion revenue in a way that maximizes customer health and long term value.
We're looking for a leader that brings exceptional executive presence, strong business acumen, commercial accountability, and demonstratedAI proficiency. You have successfully built out and scaled Customer Success functions and teams-leveraging modern AI capabilities to enhance account health visibility, predictive churn modeling, and operational productivity. You are experienced in segmenting customers, developing customer lifecycles, KPIs, and revenue forecasting models, as well as working with internal teams to develop the AI tools, automated playbooks, systems, and processes needed for your team members to succeed. You have deep experience driving commercial outcomes in large global enterprise accounts, as well as the long tail of smaller customers, and a strong track record of cross-functional collaboration and partnership. Your experience and skill set are impactful to both internal team members and customers alike, and will be the key to unlocking further growth at SheerID.
Role Specific Job Duties: - Commercial Ownership: Hold commercial ownership of GRR and NRR targets to achieve/exceed plan goals.
- AI & Tooling Adoption: Champion the adoption of AI-driven CS agents and tools, predictive churn signaling, and conversation intelligence to scale team capacity, proactively identify expansion paths, and eliminate account risk early.
- Customer Segmentation: Assess Customer Segmentation and make recommendations to ensure our customers' success as well as the scalability and commercial performance of the customer success program at SheerID.
- Team Leadership & Coaching: Hire, coach and manage a team while developing and expanding their customer, product, commercial, AI literacy, and domain expertise.
- Enterprise Engagement: Design the process of working with SheerID's largest customers and partner with Sales in developing a unified roadmap for revenue growth, expansion, and retention.
- Global Expansion: Partner with EMEA Sales Leadership and global revenue teams to develop the plan for Customer Success expansion into those regions.
- Customer Programs & Advocacy: Partner with Customer Marketing to create and deploy customer nurture programs, customer advocacy programs including Customer Advisory Boards, Net Promoter Programs, and retention-driving campaigns.
- Continuous Improvement: Identify opportunities for continuous improvement including evolving processes, playbooks, setting OKRs, forecasting accuracy, and guiding the broader customer journey to maximize GRR and NRR.
- Cross-Functional Leadership: Lead cross-functional initiatives driving customer success and revenue outcomes to improve the customer experience across segments.
- Change Management & Value Realization: Be an expert at leading best practices in change management for both our team and customers while finding ways for CSMs to deeply understand our customer's objectives and become strategic trusted advisors by determining how to define, drive and demonstrate client value (ROI).
- Metrics & Forecasting Ownership: Define and own your team's operational and commercial performance metrics, delivering accurate GRR/NRR forecasting and driving plans to report on, attain, and exceed them.
- Mid-Market Strategy: Develop and implement a Mid-Market customer success strategy geared at addressing the needs of our smaller customers through scalable, tech-touch, and AI-assisted retention strategies.
Required Skills / Experience: - Enterprise Track Record: 8+ years of enterprise B2B software/SaaS Customer Success leadership experience, Martech experience a plus, with a proven track record of consistently delivering >90% GRR and 115% NRR outcomes for these businesses.
- Global Enterprise Scope (US & EMEA): Demonstrated experience building, managing, and scaling distributed enterprise customer success teams across US and EMEA/UK markets, driving global revenue expansion and multi-regional deal execution.
- Vertical/Sector Expertise: Experience successfully selling into enterprise verticals, including Retail, AI/Tech, Travel, Consumer Services, and Hospitality.
- Large Brand & Matrixed Deal Experience: Deep history of negotiating and closing complex, six- and seven-figure global commercial agreements with complicated, multi-stakeholder buyer groups.
- AI-Enabled Customer Success Leadership: Proven ability to lead and coach customer success teams through AI and agentic transformation, establishing operational cadence and behavioral norms that leverage advanced tooling to maximize team productivity, expansion velocity, and churn/contraction forecast accuracy.
- Executive Partnership: Demonstrated ability to partner cross-functionally with Revenue Operations, Marketing, and Sales to execute a unified GTM strategy.
- Operational Discipline: Strong command of customer success retention and expansion methodologies, CRM systems, and data-driven customer health analytics. Salesforce, Gong and reporting tools experience a must.
