VP of Customer Success

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

📋 Description

• Take ownership of renewals and expansion revenue as a primary focus, driving net revenue retention through proactive management of renewals and an upsell/cross-sell strategy.

• Lead, manage, and develop the Customer Success team, encompassing hiring, onboarding, coaching, and performance evaluation.

• Personally manage a portfolio of key strategic accounts while supervising the accounts handled by the team.

• Oversee the entire post-sale customer lifecycle: onboarding, adoption, health assessment, renewals, and expansion.

• Enhance and refine the renewals and expansion processes, including forecasting, pipeline management, and risk mitigation for accounts at risk.

• Define and advance the Customer Success strategy, playbooks, and processes to optimize retention and stimulate growth.

• Act as a senior, technically knowledgeable point of contact for complex enterprise accounts.

• Collaborate with Sales on renewal and expansion opportunities, and with Product and Support to ensure a seamless customer experience and provide input for the roadmap.

• Develop and manage Customer Success metrics and reporting, including health scores, churn risk, NPS/CSAT, and forecasting for renewals and expansions.

• Present Customer Success metrics to executive leadership.

• Serve as an escalation point for critical customer issues, collaborating with Support on technical or security-related matters.

• Cultivate relationships with CISOs, security engineers, and other technical stakeholders.

• Represent the customer’s voice in internal strategy and product discussions.

⛳️ Requirements

• 7+ years of experience in Customer Success within the B2B SaaS sector, including multiple years in a leadership role (managing a team of Customer Success Managers).

• Demonstrated success in owning and surpassing renewal and expansion/upsell objectives in a B2B SaaS context.

• Several years of experience specifically in cybersecurity or a closely related technical field (e.g., cloud security, application security, DevSecOps).

• Profound technical knowledge of modern software environments—cloud infrastructure, application architecture, APIs, and the integration of security tools within customer environments.

• Comfortable identifying, adopting, and promoting AI tools to enhance Customer Success workflows, efficiency, and customer experience.

• Proven ability to manage and expand a Customer Success team while simultaneously overseeing strategic accounts directly.

• Strong commercial insight, with experience in establishing and managing a renewals/expansion forecasting process.

• Ability to engage directly and credibly with technical stakeholders (security engineers, CISOs, SOC teams).

• Exceptional executive presence and communication skills, with experience reporting to senior leadership.

• Located on the East Coast (US), with the capability to travel to customer sites and company offices as necessary.

• Familiarity with Customer Success tools and platforms (e.g., Vitally, Totango, or similar) as well as CRM systems (e.g., Salesforce).

• Relevant technical or security certifications or a technical background (engineering, solutions architecture, or similar) is a plus.

• Experience in scaling a growing Customer Success team into a larger, more structured organization is a plus.

• Experience in closely partnering with Support and IT/Security teams on shared customer workflows is a plus.

🏝️ Benefits

• Competitive salary with performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and holiday schedule.

• Opportunities for professional development and career advancement.

• Flexible work arrangements and a supportive work culture.