This job posting has expired
Expired on April 1, 2026
Vice President, Customer Success
Job Description
The VP, Customer Success is a senior leadership role responsible for driving customer adoption, value realization, retention, and expansion across the customer lifecycle. This role owns Customer Success Management, Customer Onboarding, Customer Support, and Customer Training, with a primary mandate to maximize Net Revenue Retention (NRR) through proactive engagement, structured lifecycle management, and scalable enablement programs.
Responsibilities
- Own and deliver net revenue retention (NRR), gross retention, churn, and expansion targets
- Lead renewal strategy in partnership with Sales
- Establish proactive customer health scoring and success plans
- Own the end-to-end customer onboarding experience
- Own the customer training strategy and building self-help content
- Lead and scale global customer support operations
- Define and evolve the Customer Success operating model
- Partner with Product and Engineering to influence roadmap priorities
Qualifications
- 8–12+ years of experience in Customer Success, scaling function in global B2B SaaS company focus midmarket
- Proven leadership experience managing CS, onboarding, and/or enablement teams
- Strong track record of driving NRR, renewals, price uplift and expansion
- Strong analytical skills with ability to turn data into action
- Executive-level communication and stakeholder management skills
- Bachelor’s degree is required; Master degree a plus
- Authorization to work in the U.S.