VP of Customer Success

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Develop and implement a customer success strategy that aligns with revenue goals and the product roadmap.

• Take ownership of recurring revenue performance for the existing customer base, focusing on metrics such as NRR, GRR, churn, expansion revenue growth, NPS, and customer health scores.

• Establish customer segmentation and lifecycle models to enhance ROI for both customers and the company.

• Lead the post-sale team to promote product adoption, enhance customer experience, and achieve measurable business outcomes.

• Set operational targets and provide quarterly updates on customer health, retention, and expansion trends to the Executive Leadership Team.

• Recruit and nurture talent while fostering a culture of excellence and accountability.

• Create the organizational structure necessary for global expansion across various regions, particularly in Mexico and EU/UK operations.

• Incorporate AI into Customer Success operations, utilizing tools such as predictive analytics, health scoring, churn prevention, personalized engagement, AI health platforms, ChatGPT, and automated insights engines.

• Collaborate with Product and Engineering teams on the AI roadmap and platform integration.

• Oversee strategies for retention, churn reduction, renewal, expansion identification, and customer health management.

• Develop Customer Success lifecycle frameworks that encompass onboarding, adoption, value realization, renewal, and expansion, aiming for a Time-to-Value of 30 days or less.

• Cultivate executive relationships with the 30-50 largest enterprise/strategic customers and implement recovery plans as needed.

• Conduct business reviews, maintain executive sponsor relationships, and facilitate customer advisory boards.

• Collaborate across functions with Sales, Product, Marketing, Engineering, Operations, and implementation leadership.

• Manage monthly forecasts for renewal, churn, contraction, and expansion with a forecast accuracy of +/-5%.

• Design scalable Customer Success processes, playbooks, SOPs, technology stack, and customer data platform (CDP).

• Enhance operations through ongoing improvements, retrospectives, feedback loops, training, and enablement initiatives.

• Lead the international expansion of Customer Success in Mexico and EU/UK, overseeing distributed teams across different time zones.

• Ensure compliance with local labor and data privacy regulations.

⛳️ Requirements

• Demonstrated experience in leading Customer Success during rapid scaling phases, with ARR between $75M-$200M+, involving organizational redesign, system evolution, customer segmentation, and operating model transformation.

• Proven track record in managing a substantial recurring revenue base throughout customer lifecycle economics, including CAC recovery, expansion efficiency, retention, and optimization of customer lifetime value.

• A minimum of 3+ years of experience in SaaS, HaaS, IoT, predictive maintenance, manufacturing, or comparable B2B sectors.

• Comprehensive understanding of the customer lifecycle, SaaS metrics, and the economics of renewal and expansion.

• Must have managed a team of 60+ direct and indirect reports across various management levels.

• Established ability to build, scale, and lead high-performing organizations.

• Competence in developing and executing strategies that enhance retention, NRR, NPS, and expansion revenue.

• At least 2+ years of experience managing remote teams.

• Proven experience in leading geographically distributed teams.

• International experience, particularly in Mexico and EU/UK, is highly valued.

• Familiarity with technology, data analytics, and AI/machine learning applications.

• Proficient in analyzing metrics, dashboards, and analytics platforms.

• Understanding of manufacturing operations, predictive maintenance, IoT, condition monitoring, and asset-heavy industries.

• Fluency in English is a requirement.

• Proficiency in Spanish or other languages is a plus.

• Willingness to travel to Mexico and other international markets.

• Ability to navigate diverse regulatory and contractual environments while ensuring compliance with local labor and data privacy regulations.

🏝️ Benefits

• Competitive compensation package that includes stock options.

• Flexible working schedule.

• Comprehensive benefits package featuring a retirement plan match.

• Unlimited paid time off (PTO).

• Remote-first work environment.

• Opportunity to create a significant impact every day.

• Collaborate with a dynamic and growing team.