VP Customer Success
You will lead a worldwide Customer Success organization across AMER, EMEA, and APAC. You will increase retention, adoption, value realization, and expansion for major institutional customers; recruit and develop regional leaders and managers; oversee the customer lifecycle; improve forecasting and health scoring; drive expansion with Sales; establish scalable playbooks; represent customer needs; and use AI and automation to increase operational leverage.
Responsibilities
- Increase renewal rates and reduce churn
- Drive adoption and new business growth
- Improve Net Promoter Score
- Own renewals forecasting operational excellence and bookings
- Recruit build and lead a global Customer Success organization
- Oversee onboarding adoption expansion and renewal
- Identify and create upsell and expansion opportunities
- Execute Customer Success playbooks and engagement models
- Track customer health and organizational effectiveness
- Develop customer feedback loops and address issues
- Bring customer insight to Product and Engineering
- Partner with Sales Marketing and Product Engineering
- Use AI and automation to scale operations and improve forecasting
Requirements
- At least 10 years of experience in the B2B technology industry
- At least 6 years leading customer-facing organizations at scale
- Experience running Customer Success for SaaS businesses with revenues exceeding $100MM
- Experience with enterprise or strategic accounts
- Experience in banking payments financial services or regulated technically complex industries
- Analytical and process-oriented mindset
- Competence with AI tools and models
- Technical fluency with sophisticated products and technical buyers
- Experience creating customer programs for satisfaction retention and expansion
- Ability to influence through persuasion negotiation and consensus building
- Understanding of recurring-revenue business models
- Excellent communication and presentation skills
- Relevant Bachelor’s degree preferred
- MBA is a plus
- Ability to travel up to 30%
Benefits
- Target bonus
- Equity grant
- Benefits