VP, Customer Success Operations – Retention

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

📋 Description

• Establish the comprehensive Customer Success operating framework for over 25,000 clients

• Develop customer segmentation, lifecycle orchestration, AI integration, automation, and focused human engagement

• Manage the operational strategy for Gross Revenue Retention and Net Revenue Retention in collaboration with the renewal team

• Create reliable forecasting, examine churn factors, enhance retention strategies, and embed retention as a core operating practice

• Build and direct the Customer Success Operations team

• Supervise customer lifecycle initiatives, engagement operations, customer insights, health scoring, and scaled implementation

• Establish customer health metrics, relevant indicators, automation triggers, and expert human interventions

• Continuously refine the operating model by leveraging insights from customer interactions

• Collaborate with GTM Engineering to assess, develop, and implement AI capabilities throughout the customer lifecycle

• Work alongside Product, Marketing, Support, Professional Services, Sales, and Engineering to deliver a unified customer experience

⛳️ Requirements

• 10+ years of experience leading Customer Success, Customer Success Operations, RevOps, Digital Customer Success, or similar teams within B2B SaaS

• Proven track record in developing scaled customer success capabilities rather than simply adopting existing ones

• Deep understanding of how customer journeys, technology, AI, operations, and commercial results integrate into a cohesive operating system

• Experience managing significant retention metrics and driving Gross Revenue Retention, Net Revenue Retention, adoption, and expansion

• Ability to discuss operational strategies with executives and redesign playbooks, workflows, or operational processes effectively

• Systems-oriented mindset for experimentation, automation, and ongoing enhancement

🏝️ Benefits

• Occasional travel

• Opportunity to influence the systems, teams, and operating model that drive ECI’s customer growth

• Support to build and the autonomy to make decisions