Group Vice President – Customer Success

This is a fully remote position, open to applicants in Massachusetts.

📋 Description

• Oversee Customer Success across Connectbase’s diverse portfolio and various customer segments.

• Develop a standardized Customer Success operating framework.

• Remain actively engaged with key customers and the Customer Success team.

• Enhance customer value visibility by assisting clients in winning business, purchasing more efficiently, automating tasks, improving operational oversight, and achieving financial gains.

• Take ownership of customer adoption, value realization, retention, and renewal preparation, with Sales responsible for expansion and net revenue retention.

• Lead three direct reports: the Director of Customer Retention & Renewals, the VP of Customer Success for the Americas, and the VP of Customer Success for the EMEA region.

• Create customer success plans in collaboration with executive sponsors, establishing business baselines, measurable outcomes, adoption milestones, owners, and target dates.

• Develop repeatable playbooks for processes including Discover, Quote, Order, Inventory, and Spend.

• Conduct executive value reviews and foster relationships that extend beyond a single champion.

• Manage the Customer Success retention strategy, oversee renewal execution, conduct account risk assessments, and forecast retention outcomes.

• Collaborate with Sales on account growth strategies, identify qualified expansion opportunities, and ensure commercial execution.

• Establish a reliable renewal process and maintain accurate account and renewal documentation in partnership with Revenue Operations and Finance.

• Define acceptance criteria with Service Delivery and implement success plans for ongoing adoption.

• Monitor time to first value and sustained value beyond the technical go-live phase.

• Oversee customer communication and recovery efforts during significant escalations.

• Assist customers in establishing trusted data regarding location, network, pricing, and lifecycle.

• Promote the adoption of integrated workflows and APIs while measuring production use, automation, and transaction completion.

• Support customers in activating relevant ecosystem relationships and tracking beneficial commercial activities.

• Recruit, mentor, and develop Customer Success leaders and managers.

• Design customer segmentation, coverage, capacity, and escalation strategies.

• Construct a dependable customer health model that incorporates adoption, outcomes, data readiness, relationship strength, support experience, and commercial indicators.

• Leverage AI and automation to enhance account preparation, risk detection, customer education, and team productivity.

• Manage the Customer Success budget and capacity planning.

• Incorporate recurring customer feedback into product priorities and cultivate customer advocacy in collaboration with Marketing.

• Evaluate the team and customer portfolio, engage with strategic customers, validate baselines, and initiate priority recovery plans within the first 90 days.

⛳️ Requirements

• Generally, 12 or more years of experience in Customer Success, account management, or similar enterprise software roles.

• A minimum of five years in leadership positions with a focus on developing managers.

• Comparable experience with similar scope and outcomes is also considered.

• Proven track record of enhancing gross and net revenue retention, minimizing churn and contraction, accelerating customer value, and expanding enterprise relationships.

• Experience in building or transforming Customer Success within B2B SaaS, vertical software, or a data platform that involves complex workflows, integrations, and multiple customer stakeholders.

• Strong commercial and financial acumen, including renewal strategy, expansion qualification, forecasting, account economics, and resource allocation.

• Capability to convert technical features, data quality, and API usage into business results.

• Demonstrated leadership in driving change across Sales, Delivery, Product, and Operations, including influencing teams beyond the reporting line.

• Excellent executive communication, analytical skills, and coaching abilities.

• Particularly valuable experience includes connectivity, telecommunications, digital infrastructure, location intelligence, marketplaces, or transaction platforms; managing multi-product portfolios or acquired businesses; engaging with global enterprise clients; scaling an efficient Customer Success model in a growth-stage company; and direct telecommunications experience.

🏝️ Benefits

• Direct access to company leadership.

• Opportunity to shape Connectbase’s next phase of growth.

• An inclusive environment that embraces diverse backgrounds and paths to leadership.