Vice President, Customer Success

Job Title: Vice President, Customer Success

Department: Customer Success

Date prepared: January 7th, 2026

Location: US Remote

Job Summary:

The VP, Customer Success is a senior leadership role responsible for driving customer adoption, value realization, retention, and expansion across the customer lifecycle. This role owns Customer Success Management, Customer Onboarding, Customer Support, and Customer Training, with a primary mandate to maximize Net Revenue Retention (NRR) through proactive engagement, structured lifecycle management, and scalable enablement programs.

The role will lead and develop global teams, establish best-in-class operating models, and partner closely with Sales, Product, Finance, Engineering, and Marketing to deliver measurable customer and business outcomes.

Reporting :
Solid line to Trace Gains President, dotted line to Esko's Chief Customer Experience Officer

Key Objectives:

Drive Net Revenue Retention (NRR) through renewals, price uplift, expansion, and churn reduction

Ensure fast, high-quality time-to-value (TTV) through onboarding, education and training

Build a scalable, data-driven Customer Success model aligned to customer segments

Translate customer outcomes into predictable growth and long-term value

Deliver fast, quality customer support measured with OTD and FTR

Customer Success & Revenue Retention

Own and deliver net revenue retention (NRR), gross retention, churn, and expansion targets

Lead renewal strategy in partnership with Sales, including risk identification and mitigation

Bring sophisticated management and problem-solving skills to customer escalations, leading to the best possible resolutions

Establish proactive customer health scoring, success plans, and executive engagement motions

Promote our core values of one-to-many solutions against customer demands for customized solutions

Onboarding & Time-to-Value

Own the end-to-end customer onboarding experience, from handover to go-live

Reduce time-to-value through standardized onboarding frameworks and success milestones

Work actively with Sales and prospects, guiding them on difficult implementation, technical, security, and infrastructure related questions around Trace Gains solutions.

Ensure onboarding is tightly aligned with customer outcomes, use cases, and success criteria

Continuously improve onboarding efficiency, quality, and customer satisfaction

Customer Training & Education

Own the customer training strategy, including onboarding, adoption, and advanced enablement

Build customer self-help content that accounts for learning preferences, improving customer experience and reducing Trace Gains delivery costs.

Ensure training and customer materials directly supports product adoption, expansion readiness, and renewal success

Partner with Product to ensure training reflects product evolution and best practices

Customer Support

Lead and scale global customer support operations, delivering timely, high-quality issue resolution across all channels while consistently meeting SLAs, CSAT, and operational performance targets

Define and continuously improve support processes, systems, and knowledge assets, driving efficiency, consistency, and proactive issue prevention in close partnership with Product and Engineering

Represent the voice of the customer through support insights, identifying trends, managing executive-level escalations, and influencing cross-functional priorities

Leadership & Team Development

Have integrity, trust, and honesty: ability to fully engage in positive conflict of ideas and then fully committing to the course of action even if there is not 100% consensus

Lead, coach, and develop high-performing teams across his/her organization

Define clear roles, responsibilities, and career paths within the CS organization

Foster a strong culture of accountability, customer empathy, and commercial mindset

Scale delivery capacity while continuously improving gross margins

Strategy, Process & Tooling

Define and evolve the Customer Success operating model, including playbooks and governance

Implement and optimize CS tooling (CRM, CS platforms, LMS, analytics)

Establish KPIs, dashboards, and executive reporting focused on retention and…