VP, Customer Success – Service Delivery

📋 Description

• Develop and spearhead Comtech’s comprehensive Customer Success and Service Delivery strategy, encompassing onboarding, adoption, expansion, renewal, and advocacy.

• Ensure smooth transitions across Sales, Implementation, Service Delivery, and long-term support functions.

• Create scalable processes that facilitate growth while maintaining a high-touch customer experience.

• Tailor service delivery and success programs to meet mission needs across various industries.

• Collaborate with Sales leadership to identify expansion opportunities and minimize churn within the installed base.

• Oversee Service Delivery, Field Deployment, and Technical Support teams to achieve or surpass customer and contractual performance standards.

• Enhance cross-functional coordination to reduce friction and speed up time to value.

• Implement tools, analytics, and automation to enhance visibility into customer health, usage, and lifecycle performance.

• Build, mentor, and expand a high-performing Customer Success and Service Delivery organization.

• Set performance metrics, operational standards, training programs, and development pathways.

• Cultivate a culture of accountability, customer advocacy, and operational excellence.

⛳️ Requirements

• Demonstrated experience managing recurring revenue portfolios, fostering retention, and expanding service revenue.

• Proven ability to support diverse customer environments across defense, government, and commercial sectors.

• Strong track record of cross-functional collaboration with Sales, Product, Engineering, and Operations teams.

• Familiarity with CRM and customer lifecycle platforms (e.g., Salesforce).

• Active security clearance or the capability to obtain one.

• Bachelor’s degree in Engineering, Telecommunications, Business, or a related field.

• Over 15 years of experience in the satellite communications industry.

• More than 10 years of leadership experience in Customer Success, Service Delivery, Solution Engineering, or Technical Support.

🏝️ Benefits

• Compliance with Comtech’s Drug-Free Workplace Program

• Subject to pre-employment drug screening