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 key objective, enhancing net revenue retention through proactive management of renewals and upsell/cross-sell strategies.

• Lead, develop, and expand the Customer Success team, encompassing hiring, onboarding, coaching, and performance management.

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

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

• Continuously enhance renewals and expansion processes, including forecasting, pipeline management, and mitigating risks for accounts at risk.

• Define and refine Customer Success strategy, playbooks, and processes to maximize retention and stimulate growth.

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

• Collaborate with Sales on renewal and expansion opportunities, and with Product and Support to ensure a smooth customer experience and influence the product roadmap.

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

• Present Customer Success metrics to executive leadership.

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

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

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

⛳️ Requirements

• Over 7 years of experience in Customer Success within B2B SaaS, including several years in a leadership role managing a team of Customer Success Managers.

• Demonstrated success in owning and surpassing renewal and expansion/upsell targets in a B2B SaaS setting.

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

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

• Proficient in identifying, adopting, and advocating for AI tools to enhance Customer Success workflows, efficiency, and customer experience.

• Proven experience in managing and developing a Customer Success team while also directly handling strategic accounts.

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

• Comfortable engaging directly and credibly with technical stakeholders (security engineers, CISOs, SOC teams).

• Exceptional executive presence and communication abilities, with a background in reporting to senior leadership.

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

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

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

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

• Experience working closely with Support and IT/Security teams on shared customer workflows.

🏝️ Benefits

• Opportunity to travel to customers and to company offices as required.