VP of Customer Success

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

📋 Description

• Formulate and execute strategies to enhance gross retention rate (GRR) and net retention rate (NRR).

• Guide a global customer success team responsible for managing customer lifecycle engagement.

• Maintain accountability for retention and growth targets.

• Foster high-touch consultative relationships for enterprise clients and revenue expansion.

• Advocate for AI-driven customer success tools, predictive churn analysis, and conversation intelligence.

• Evaluate customer segmentation and suggest enhancements for scalability and commercial viability.

• Recruit, mentor, and oversee customer success team members.

• Cultivate expertise in customer relations, product knowledge, commercial acumen, AI literacy, and relevant domains within the team.

• Create engagement processes for major clients and collaborate with Sales on strategies for revenue growth, expansion, and retention.

• Collaborate with EMEA Sales Leadership and global revenue teams to facilitate regional Customer Success growth.

• Develop customer nurture, advocacy initiatives, Customer Advisory Boards, Net Promoter programs, and retention-focused efforts alongside Customer Marketing.

• Promote ongoing enhancements of processes, playbooks, OKRs, forecasting precision, and the overall customer journey.

• Spearhead cross-functional projects aimed at enhancing customer experience and revenue outcomes.

• Lead change management and value realization efforts, including defining, driving, and demonstrating client ROI.

• Establish and manage operational and commercial performance metrics.

• Provide accurate GRR/NRR forecasts and plans to meet or surpass targets.

• Build a scalable, tech-enhanced, AI-supported customer success strategy for the Mid-Market.

⛳️ Requirements

• Over 8 years of leadership experience in enterprise B2B software/SaaS Customer Success.

• Proven success in consistently achieving >90% GRR and 115% NRR results.

• Demonstrated capability in building, managing, and expanding distributed enterprise customer success teams across US and EMEA/UK regions.

• Experience in driving global revenue growth and executing multi-regional deals.

• Background in selling to enterprise sectors such as Retail, AI/Tech, Travel, Consumer Services, and Hospitality.

• Extensive experience in negotiating and finalizing complex six- and seven-figure global commercial contracts involving multiple stakeholders.

• Proven skills in leading and coaching customer success teams through AI and agentic transformations.

• Demonstrated ability to work collaboratively with Revenue Operations, Marketing, and Sales teams.

• Strong knowledge of customer success retention and expansion strategies.

• Familiarity with CRM systems and data-driven customer health analytics.

• Experience with Salesforce, Gong, and analytical reporting tools is required.

• Martech experience is advantageous.

• Experience in utilizing AI capabilities for account health monitoring, predictive churn analysis, and operational efficiency.

🏝️ Benefits

• Equal opportunity employer dedicated to diversity and inclusion.

• Supportive and inclusive workplace culture.

• Flexible remote work options available.

• Leadership opportunity in customer success with commercial ownership and expansion responsibilities.