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 company goals and business priorities.

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

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

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

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

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

• Conduct one-on-one meetings with direct reports, track progress toward goals, and provide coaching and feedback.

• Manage the Strategic Segment P&L, encompassing staffing costs, travel expenditures, and budgets.

• Oversee billing procedures 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 professional experience.

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

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

• Proven track record of managing relationships with Fortune 500 companies.

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

• Strong understanding of customer success metrics and KPIs, with demonstrated success in maintaining and enhancing performance.

• Ability to articulate and discuss software concepts with enterprise-level clients.

• Leadership experience in a SaaS environment (preferred).

• Master’s degree in Business, Finance, or a related field (preferred).

• Familiarity with SaaS tools such as Salesforce and Gainsight (preferred).

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

• Willingness and ability to travel domestically and occasionally internationally.

🏝️ Benefits

• Opportunities for domestic and occasional international travel.

• A fast-paced, collaborative, and creative work environment.

• Opportunities for professional learning and growth.

• Internal career advancement opportunities across various roles, disciplines, domains, and locations.