Vice President, Customer Success

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

📋 Description

• Develop a comprehensive understanding of each customer's goals, stakeholders, decision-making processes, and business challenges.

• Provide strategic advice to customers on recommended actions instead of merely inquiring about their needs.

• Link TDX use cases to quantifiable business results, establish success metrics and baselines, and highlight achieved value.

• Enhance retention, renewal, and growth through the realization of customer value.

• Comprehend renewal processes, risk factors, expansion opportunities, and commercial trade-offs.

• Take responsibility for ambiguous customer or cross-functional situations and work towards resolution.

• Coordinate Product, Data, Advisory, Sales, and other resources while ensuring accountability for customer outcomes and the health of commercial relationships.

• Translate customer challenges and requirements into actionable inputs for internal teams and provide feedback to customers.

• Engage effectively with both practitioners and executives, including communicating difficult messages and managing conflicts.

• Foster Customer Success leads through coaching, constructive feedback, and clear accountability.

• Guide team members in account strategy without assuming control of their accounts.

• Differentiate between capability issues and process or resource challenges, responding appropriately.

• Lead a specific area of the Customer Success team with a hands-on, outcome-focused approach.

⛳️ Requirements

• Proven experience in a senior, hands-on role within Customer Success.

• Demonstrated ability to establish executive-level customer relationships and credibility.

• A strong history of connecting technology use cases to measurable customer business outcomes and showcasing realized value.

• Documented success in owning or significantly influencing retention, renewals, and growth.

• Commercial insight and financial understanding to manage Customer Success as a growth driver without treating the role as a sales function.

• Capability to develop and mentor Customer Success leaders, set clear expectations, and foster accountability while avoiding a culture of fear.

• Experience in services procurement and/or contingent workforce sufficient to engage in discussions about customer business challenges credibly.

• Exceptional judgment and operational discipline in complex, cross-functional scenarios.

• Ability to constructively challenge weak thinking, listen attentively, and lead with humility.

• Proficient in managing conflicts, delivering tough messages, and maintaining effectiveness with both practitioners and senior executives.

🏝️ Benefits

• Fully remote work options.

• Flexible working environment.

• Ongoing learning and development opportunities.

• Inclusive workplace culture.

• Commitment to equal opportunity employment.