Vice President, Customer Success

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

📋 Description

• Take ownership of retention, expansion, Net Revenue Retention, NPS, and customer advocacy within the Sailthru Customer Success division.

• Oversee performance across a designated portfolio of enterprise clients.

• Establish and implement structured account planning, forecasting, and business review processes.

• Identify and address churn risks while actively discovering expansion opportunities.

• Ensure consistent delivery of customer value by promoting the adoption of Sailthru capabilities.

• Collaborate with clients to enhance lifecycle marketing maturity, audience engagement, and revenue growth.

• Increase platform utilization across email, segmentation, personalization, and omnichannel engagement strategies.

• Assist clients in translating their business objectives into scalable marketing initiatives and measurable results.

• Ensure clients derive maximum value from the Sailthru platform and its Publisher Cloud functionalities.

• Cultivate trusted relationships with senior leaders at key accounts.

• Conduct executive business reviews centered on performance, outcomes, and growth possibilities.

• Act as the escalation point for strategic customer challenges and opportunities.

• Build and maintain robust referenceable customer relationships.

• Lead a team of Customer Success Managers dedicated to Sailthru accounts.

• Mentor and develop team members to enhance customer engagement, strategic thinking, and commercial results.

• Promote accountability for retention, growth, and adoption results across the team.

• Encourage a culture of performance, ownership, and customer-focused execution.

• Collaborate closely with Sales, Product, Operations, and Support to ensure customer success.

• Represent the voice of the customer.

• Influence product priorities through systematic customer feedback and insights sharing.

⛳️ Requirements

• 10–15 years of experience in Customer Success, Account Management, Professional Services, or similar client leadership roles.

• Over 5 years of experience leading Customer Success or account teams in SaaS, marketing technology, or digital marketing settings.

• Bachelor's degree in Business, Communications, Marketing, Computer Science, or a related field.

• Proven history of driving retention, expansion, and Net Revenue Retention in enterprise accounts.

• In-depth knowledge of email marketing, lifecycle marketing, personalization, segmentation, and audience engagement.

• Strong executive presence with experience in managing senior client relationships.

• Demonstrated capability to lead teams focused on commercial and customer outcomes.

• Robust financial acumen, forecasting, and business performance management experience.

• Exceptional communication, leadership, and organizational skills.

🏝️ Benefits

• Unlimited PTO

• Excellent medical, dental, and vision coverage

• Employee Equity

• Employee Discounts, Virtual Wellness Classes, Pet Insurance, and more!