VP, Customer Success – Americas

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

📋 Description

• Build and lead a regional Customer Success team throughout the Americas.

• Establish clear objectives, provide coaching, and promote operational excellence and collaboration among Presales Engineers, Support Engineers, Professional Services, and Demo & Exhibitions teams.

• Create and implement a regional customer success strategy that aligns with global goals.

• Enhance customer satisfaction, retention, expansion, and ensure excellent operational delivery.

• Collaborate with Sales to facilitate seamless transitions.

• Work with Product teams to communicate customer feedback.

• Partner with Support to resolve issues effectively.

• Represent Riedel at industry events throughout the Americas.

• Oversee regional operating rhythms, service levels, and process discipline.

• Monitor operational KPIs and customer satisfaction metrics, including NPS and CES.

• Utilize data analytics for ongoing improvement, capacity planning, and reporting insights to senior leadership.

• Lead escalations and transform challenges into success stories.

• Travel across the Americas for customer meetings, trade shows, and team gatherings.

⛳️ Requirements

• Over 10 years of experience in Customer Success, Account Management, or similar pre and post-sales positions.

• More than 5 years of experience leading Customer Success teams in a B2B technology setting.

• Proven experience in establishing and managing operationally excellent Customer Success organizations, including the development of playbooks, SLAs, handoffs, and continuous improvement initiatives.

• A successful track record of driving revenue retention and growth through disciplined operations and execution.

• Experience in broadcasting, media & entertainment, pro AV, live events, or IT/networking is highly preferred.

• In-depth knowledge of the broadcasting and media market.

• Strong technical skills, particularly in IP networks, wireless intercom, video transport, and real-time systems.

• Exceptional executive presence and communication abilities.

• Fluent in English; proficiency in Spanish or Portuguese is a plus.

• Familiarity with Customer Success platforms such as Salesforce, as well as operational tools for tickets, projects, and service performance.

• Bachelor’s degree or equivalent experience.

• Willingness to travel regularly, approximately 30–40% across the Americas.

🏝️ Benefits

• Health, vision, dental, and life insurance.

• Generous paid time off (PTO).

• Monthly wellness credit.

• Employer-funded Flexible Spending Account (FSA).

• 401K matching.