VP, Customer Success

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

📋 Description

• Build and manage a regional Customer Success team throughout North and South America.

• Establish clear objectives, offer 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 consistent operational excellence in delivery.

• Collaborate with Sales to facilitate seamless transitions.

• Work alongside Product teams to communicate customer insights.

• Coordinate with Support teams for effective issue resolution.

• Represent Riedel at industry events throughout the Americas.

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

• Monitor KPIs and customer satisfaction metrics, including Net Promoter Score and Customer Effort Score.

• Leverage data analytics to drive ongoing improvement, capacity planning, and report findings to senior leadership.

• Manage escalations and transform challenges into success narratives.

• Travel 30–40% across the Americas for customer engagements, trade shows, and team meetings.

• Report directly to the Executive Director of Global Customer Success.

⛳️ 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 context.

• Proven experience in establishing and managing operationally efficient Customer Success organizations, including playbooks, SLAs, handoffs, and a focus on continuous improvement.

• A successful history 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.

• Comprehensive understanding of the broadcast and media landscape.

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

• Outstanding executive presence and communication abilities.

• Proficiency in English is required.

• Knowledge of Spanish or Portuguese is an advantage.

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

• Bachelor’s degree or equivalent experience.

🏝️ Benefits

• Health insurance

• Vision insurance

• Dental insurance

• Life insurance

• Generous PTO

• Monthly wellness credit

• Employer FSA funding

• 401K match