Vice President of Customer Success

Job Type: Fulltime - Onsite (5 days in office)

We are seeking an accomplished and inspirational executive to lead our Customer Success organization. The ideal candidate is a strategic leader who combines deep analytical skills with a genuine empathy for both clients and team members. You are a hands‑on mentor who leads by example, instilling a disciplined and adaptable approach within your team.

In this role, you will have full ownership of the customer lifecycle. Your mission will be to evolve and master all facets of the client relationship, from initial implementation and ongoing support to strategic consultation, advocacy, retention, and expansion. We need a flexible leader who continuously refines processes and problem‑solving methodologies to drive exceptional customer outcomes.

Own Customer Growth & Retention

• Boost customer renewal rates and minimize attrition
• Elevate lifetime value by increasing product adoption, satisfaction, and overall customer health
• Fuel new business growth by cultivating strong client advocates and references

Oversee End-to-End Customer Operations

• Manage and optimize key functions including client onboarding, training, professional services, technical support, and contract renewals

Design and Enhance the Customer Journey

• Chart the comprehensive customer experience and integrate key feedback mechanisms
• Continuously refine our approach based on performance data and industry innovations
• Define and implement key performance indicators for the Customer Success team
• Create systems to monitor performance and establish regular review rhythms
• Report critical insights and results to the company's executive leadership

Build and Inspire a Top-Tier Team

• Attract and develop exceptional leadership talent across all customer success functions
• Design efficient onboarding and continuous learning programs for team members
• Foster seamless collaboration with Marketing, Product/Engineering, and Finance departments
• Champion a company‑wide focus on our ideal customer profile and success metrics

• Minimum of 8 years in leadership roles within B2B customer‑facing organizations
• Demonstrated experience managing managers and leading teams of 20+ individuals
• A blended background in both post‑sale customer success and sales is highly preferred
• Expert knowledge of value drivers and metrics in subscription‑based business models
• Naturally analytical with a relentless focus on process and operational improvement
• A motivational leader who can inspire teams and build strong cross‑functional relationships
• Proven ability to craft strategy, launch initiatives, and deliver measurable results
• Strong operational skills in planning, delegation, and problem resolution
• Comfortable engaging with senior executives and managing high‑priority client escalations
• A commitment to operating in line with our core company values