VP, Customer Success

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

📋 Description

• Develop and implement the customer success vision for the Strategic Segment, ensuring alignment with the company's objectives and priorities.

• Collaborate with Sales, Services, Product, and R&D teams to achieve customer outcomes and foster innovation.

• Build, mentor, and motivate a high-performing team focused on customer satisfaction.

• Monitor and enhance customer success KPIs, including NPS, CSAT, customer retention, referenceability, account P&L, achievement of customer business goals, customer health scores, and support for upsell, cross-sell, and renewal strategies.

• Identify and introduce scalable frameworks, processes, and technological improvements.

• Act as the executive point of contact and trusted advisor for strategic accounts.

• Conduct individual meetings, track objectives, and provide coaching and feedback.

• Manage the Strategic Segment P&L, which includes staffing costs, travel expenses, and budgets.

• Supervise billing practices and ensure compliance with invoicing standards.

• Authorize credits or adjustments while upholding customer satisfaction and financial integrity.

⛳️ Requirements

• Bachelor's degree in Business, Finance, Technology, or a related field, or equivalent work experience.

• Over 15 years of experience in customer service, contact centers, or B2B technology.

• More than 10 years of experience leading high-performance teams.

• Demonstrated experience managing relationships with Fortune 500 brands.

• Capability to lead cross-functional initiatives and influence outcomes across Sales, Services, and Product teams.

• Strong grasp of customer success metrics and KPIs, with a proven history of maintaining and enhancing performance.

• Comfortable discussing and explaining software concepts to enterprise-level customers.

• Leadership experience in a SaaS company is preferred.

• A Master’s degree in Business, Finance, or a related field is preferred.

• Familiarity with SaaS tools like Salesforce and Gainsight is preferred.

• Experience with contact center technologies, premise-to-cloud migrations, or enterprise software support is preferred.

• May require domestic and occasional international travel.

🏝️ Benefits

• Fast-paced, collaborative, and innovative work environment.

• Opportunities for learning and professional growth.

• Unlimited internal career possibilities across various roles, disciplines, domains, and locations.

• Chance to collaborate with globally recognized brands.

• Equal opportunity employer.