Vice President, Customer Success

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

📋 Description

• Oversee the performance and operational execution of the Customer Success and Customer Support teams.

• Mentor, coach, and develop leaders and team members in Customer Success and Customer Support, fostering a culture of accountability, professional development, talent growth, and succession planning.

• Implement customer retention and engagement strategies that enhance renewal performance, cultivate long-term client partnerships, and secure recurring revenue retention.

• Cultivate and sustain trusted relationships with key clients, partners, and internal stakeholders, acting as a senior escalation point and ensuring alignment among customer, operational, and business objectives.

• Develop and implement scalable operational processes, performance standards, and accountability measures across customer-facing functions.

• Establish and track customer health metrics, renewal forecasting processes, operational KPIs, and risk mitigation strategies.

• Collaborate across functions with Product, Sales, and Marketing to enhance the customer lifecycle experience and foster organizational alignment.

• Identify operational challenges and opportunities for improvement, formulate recommendations, and collaborate with leadership to execute solutions that enhance efficiency, scalability, and customer outcomes.

• Manage customer onboarding, implementation, support, and account management to guarantee a consistent and high-quality customer experience.

• Convert customer insights and feedback into actionable recommendations for product enhancements, process optimizations, and service evolution.

• Contribute to product strategy discussions and the development of business requirements in collaboration with Product leadership.

• Engage in strategic client meetings, partner discussions, and enterprise growth opportunities.

⛳️ Requirements

• Over 10 years of experience in customer success, account management, operations, or related leadership roles.

• Proven track record in leading customer-facing teams within a SaaS, technology, or high-growth environment.

• Strong leadership abilities with a history of successfully executing scalable processes, enhancing efficiencies, and promoting organizational accountability.

• Growth-oriented mindset with a capacity to balance long-term vision and hands-on execution.

• Experience in leading cross-functional initiatives and influencing alignment between Product and Growth teams.

• Strong analytical, problem-solving, and decision-making skills.

• Excellent communication, relationship management, and executive presence.

• High integrity, professionalism, and demonstrated emotional intelligence.

• Comfortable navigating ambiguity and competing priorities in a dynamic, fast-paced environment.

• Technical proficiency and the ability to understand customer-facing technologies, CRM platforms, reporting tools, and operational systems.

• A Bachelor’s degree is required; an advanced degree is preferred.

• Willingness to travel up to 5%.

🏝️ Benefits

• Competitive Salaries

• Unlimited PTO + 11 Company Paid Holidays

• VTO (Volunteer Time Off)

• Flexible work schedule

• Whole Wellness

• 401(k) program matching 100%

• Pet Wellness

• Paid Pregnancy Medical Leave & Paid Parental Leave

• At-home internet stipend

• Immediate access to a Udemy Business license

• Rewards and incentives for participation in our WellRight Wellness Program