VP of Customer Success

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

📋 Description

• Lead and expand a global Customer Success organization that includes Strategic, Enterprise, Commercial, and Digital Touch segments, ensuring the appropriate coverage model and team structure for each.

• Take ownership of retention and expansion results, achieving industry-leading Net Revenue Retention (NRR) through proactive account management, risk mitigation, and expansion initiatives.

• Collaborate with Sales leadership on account planning, renewals, and expansion strategies to facilitate predictable and scalable revenue growth.

• Implement a scalable Customer Success framework that encompasses segmentation, playbooks, health scoring, Quarterly Business Reviews (QBRs), and escalation pathways across a global, multi-region customer base.

• Act as an executive sponsor for key strategic accounts, establishing trusted relationships with customer executives and advocates.

• Work cross-functionally with Product, Engineering, Support, Sales, and Marketing to integrate customer feedback, promote product adoption, and guide roadmap priorities.

• Build and develop a high-performing, people-focused leadership team; recruit, nurture, and retain top Customer Success talent on a global scale.

• Monitor and report on essential Customer Success metrics such as NRR, Gross Revenue Retention (GRR), churn, expansion, adoption, Customer Satisfaction (CSAT)/Net Promoter Score (NPS), and health scores to executive leadership.

• Advocate for a customer-centric culture throughout the organization, ensuring that the voice of the customer shapes strategy at all levels.

⛳️ Requirements

• Over 10 years of experience in Customer Success, Account Management, or related revenue leadership roles, including more than 5 years leading global Customer Success organizations at scale.

• Strong preference for candidates with experience in the security/cybersecurity industry.

• Proven track record in supporting both SaaS and on-premise/hybrid deployment models.

• Demonstrated experience managing a multi-segment coverage model — including Strategic, Enterprise, Commercial, and Digital Touch/Tech Touch customers — with customized strategies for each segment.

• A history of leading a Customer Success organization responsible for over $100M in revenue, with direct experience in scaling that business while maintaining industry-leading NRR.

• A genuine people-first leadership approach — someone who focuses on developing managers and individual contributors, fosters trust across a global team, and leads with both empathy and accountability.

• Strong skills in cross-functional collaboration; a proven ability to effectively partner with Sales, Product, Engineering, and Marketing leaders as equals.

• Deep understanding of Customer Success operating metrics and systems (NRR/GRR, churn, health scoring, Customer Success platforms such as Gainsight, ChurnZero, Planhat, and CRM tools).

• Experience working in a global, multi-region organization, with cultural awareness and experience managing distributed teams.

• Excellent executive presence; comfortable interacting with C-level customers.

• Background in identity security, cloud security, or related infrastructure security categories.

• Experience during a hyper-growth phase.

• Proven success with land and expand sales strategies.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health benefits, including medical, dental, and vision coverage.

• Generous paid time off and flexible working arrangements.

• Professional development opportunities and a supportive learning environment.

• A vibrant company culture that values innovation and collaboration.