Vice President, Customer Success

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

📋 Description

• The Vice President of Customer Success serves as the executive leader tasked with developing and enhancing the customer value, retention, and growth engine at Lone Wolf Technologies.

• This position is focused on evolving the Customer Success organization into a segmented, operationally robust, and AI-driven function that promotes customer adoption, facilitates renewals, enhances retention, and provides a consistent and scalable customer experience throughout the portfolio.

• This leader will reformulate the Customer Success operating model to feature dedicated Customer Success Managers (CSMs), pooled CSM engagement strategies, and AI-enhanced digital support for long-tail customers.

• The Vice President of Customer Success will also oversee the deployment and operational integration of a Customer Success platform, establish lifecycle management strategies, and reinforce cross-functional alignment throughout the post-sale customer journey.

• The ideal candidate should be a strategic executive as well as a hands-on operational leader, with proven success in building scalable Customer Success organizations within intricate SaaS environments.

⛳️ Requirements

• A Bachelor’s degree in Business, Marketing, Technology, or a related field is required; an advanced degree is preferred.

• Over 10 years of progressive leadership experience in Customer Success, Account Management, or post-sale SaaS operations.

• Executive leadership experience in a SaaS or technology organization that involves complex customer segmentation and retention frameworks.

• Proven track record in redesigning or scaling Customer Success operating models across both high-touch and tech-touch segments.

• Experience in implementing and operationalizing Customer Success platforms and workflow automation tools.

• A solid understanding of AI, automation, digital engagement strategies, and customer lifecycle orchestration.

• Demonstrated success in enhancing retention, adoption, and customer outcomes through operational excellence and scalable processes.

• Strong executive presence with the capability to influence and collaborate with senior leadership teams.

• Experience in leading organizational transformation and change management initiatives.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Generous vacation and paid time off policies.

• Opportunities for professional development and career advancement.

• A dynamic and inclusive work environment.