VP, Customer Success

VP, Customer Success

Uniphore is one of the largest B2B AI-native companies decades-proven, built-for-scale and designed for the enterprise. The company drives business outcomes, across multiple industry verticals, and enables the largest global deployments. Uniphore infuses AI into every part of the enterprise that impacts the customer. We deliver the only multimodal architecture centered on customers that combines Generative AI, Knowledge AI, Emotion AI, workflow automation and a co‑pilot to guide you.

We understand better than anyone how to capture voice, video and text and how to analyze all types of data. As AI becomes more powerful, every part of the enterprise that impacts the customer will be disrupted. We believe the future will run on the connective tissue between people, machines and data: all in the service of creating the most human processes and experiences for customers and employees.

We’re looking for an experienced Vice President, Customer Success to lead the global post‑sales customer journey and build a high‑performing CX organization focused on driving customer value, retention, expansion and advocacy. In this fast‑paced, dynamic role, you’ll be at the heart of ensuring customers realize the full impact of Uniphore’s product suite. You’ll own the entire lifecycle from onboarding and enablement through adoption, expansion and renewal while working closely with Sales, Delivery, Product, Engineering, Marketing and senior leadership to integrate customer insights into the roadmap and go‑to‑market strategy and deliver against ambitious growth and retention goals.

This is a role for someone who thrives in a high‑growth, innovative environment where priorities shift quickly; hands‑on problem‑solving is constant, and there’s never a dull moment. You’ll be expected to define and ope rationalise a scalable CS strategy, implement processes, playbooks, tools and KPIs that monitor customer health and value realisation, act as an executive sponsor for strategic accounts and drive cross‑functional alignment to ensure seamless handoffs and on‑time delivery of outcomes committed in the contract.

• Own the end‑to‑end post‑sales customer journey including onboarding, enablement, adoption, renewal, expansion and advocacy setting the strategy and operating model that deliver measurable customer outcomes and long‑term retention
• Build, lead and scale a high‑performing global Customer Success organisation (CSMs, Support, Onboarding, Enablement), establishing clear roles, processes and operating rhythms that drive consistency and impact
• Define and execute a data‑driven Customer Success roadmap developing playbooks, health models and success plans; instituting KPIs and dashboards; and using insights to proactively reduce risk and unlock expansion
• Serve as executive sponsor for strategic accounts cultivating C‑suite relationships, guiding executive business reviews, and resolving escalations to protect and grow enterprise partnerships
• Partner cross‑functionally with Sales, Delivery / Services, Product, Engineering and Marketing to ensure seamless handoffs, accelerate time‑to‑value and channel the voice of the customer into product and go‑to‑market decisions
• Implement and optimise Customer Success tools and systems to capture product usage, value realisation and customer feedback connecting outcomes to contractual commitments and informing forecasting
• Recruit, mentor and develop CS leaders and ICs building a culture of accountability, customer empathy and continuous improvement through coaching, enablement and performance management
• Track, analyse and report on retention, expansion and advocacy metrics owning forecasts for gross and net revenue retention, identifying trends and opportunities, and communicating progress and recommendations to senior leadership

• 10+ years of experience in Customer Success, Account Management or related roles, including 5+ years in senior leadership building and scaling a global CS organisation (CSMs, Support, Onboarding, Enablement)
• Proven success leading Customer Success in B2B SaaS or AI‑driven technology, driving…