Vice President, Customer Success
Job Location:
Monthly Salary:
Posted on:
24 days ago
Posted on:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
ESSENTIAL RESPONSIBILITIES & DUTIES:
Customer Success Strategy & Operating Model
- Design and implement a segmented Customer Success model supporting strategic scaled and long-tail customer segments.
- Establish engagement models including named CSM coverage pooled customer management and digital or AI-driven customer motions.
- Lead customer segmentation capacity planning and book-of-business design aligned to customer value complexity and growth opportunity.
- Define service levels ownership boundaries and operational standards across all customer segments.
- Drive organizational transformation and change management initiatives to support evolving customer engagement models.
AI & Customer Success Platform Leadership
- Evaluate select implement and operationalize a Customer Success platform integrated with CRM Support billing and product usage systems.
- Develop health score frameworks customer lifecycle workflows segmentation logic and reporting standards.
- Define and execute an AI strategy for Customer Success including workflow automation risk identification digital engagement and productivity optimization.
- Build scalable AI-enabled customer engagement models that improve coverage prioritization and proactive outreach.
Customer Lifecycle & Retention Management
- Develop standardized lifecycle plays for onboarding adoption renewal readiness risk mitigation customer save motions and expansion opportunities.
- Ensure lifecycle plays are embedded into workflows and systems for consistent execution and measurement.
- Build proactive risk identification and escalation processes to improve customer retention and renewal predictability.
- Partner with Sales and Account Management teams to identify expansion opportunities and customer growth signals.
- Drive improvements in Gross Revenue Retention (GRR) Net Revenue Retention (NRR) adoption and customer health metrics.
Customer Capability & Issue Resolution
- Expand Customer Success capabilities to directly resolve a broader range of customer issues and reduce unnecessary escalations to Support.
- Partner with Support Product Services Training and Documentation teams to improve customer outcomes and reduce friction in the customer journey.
- Develop technical and specialist capabilities within the Customer Success organization where appropriate.
- Improve customer continuity and speed-to-resolution through stronger internal enablement and process alignment.
Leadership & Operational Excellence
- Build and lead a high-performing Customer Success leadership team.
- Establish KPIs operating cadences governance processes and performance management frameworks.
- Drive a culture of accountability continuous improvement operational rigor and customer-centric execution.
- Conduct regular business reviews and executive reporting on customer health retention adoption and operational performance.
- Collaborate cross-functionally with Product Revenue Operations Finance Services Support and Sales leadership teams.
QUALIFICATIONS & EXPERIENCE:
- Bachelors degree in Business Marketing Technology or related field required; advanced degree preferred.
- 10 years of progressive leadership experience in Customer Success Account Management or post-sale SaaS operations.
- Executive leadership experience within a SaaS or technology organization with complex customer segmentation and retention models.
- Proven experience redesigning or scaling Customer Success operating models across high-touch and tech-touch segments.
- Experience implementing and operationalizing Customer Success platforms and workflow automation tools.
- Strong understanding of AI automation digital engagement strategies and customer lifecycle orchestration.
- Demonstrated success improving retention adoption and customer outcomes through operational excellence and scalable processes.
- Strong executive presence with the ability to influence and collaborate across senior leadership teams.
- Experience leading organizational transformation and change management initiatives
KEY PERFORMANCE INDICATORS (KPIs):
- Gross Revenue Retention (GRR)
- Net Revenue Retention (NRR)
- Customer adoption and product utilization
- Customer health score improvement
- Renewal readiness and churn reduction
- Expansion opportunity contribution
- Customer satisfaction and engagement metrics
- AI adoption and workflow efficiency improvements
- Operational scalability and process consistency
WHAT SUCCESS LOOKS LIKE:
- A clearly defined and scalable Customer Success operating model is successfully implemented.
- AI-enabled customer workflows improve coverage prioritization and proactive customer engagement.
- Customer Success platform adoption becomes embedded into daily operational execution.
- Standardized lifecycle plays drive consistency across onboarding adoption renewals and expansion.
- Customer Success resolves a broader range of customer issues directly improving continuity and reducing handoffs.
- Retention adoption and customer growth metrics improve measurably over time.
- The Customer Success organization operates with strong accountability measurable performance standards and operational discipline
$220000 - $260000 a year
Required Experience:
Exec
About Company
At Lone Wolf Technologies, our goal is to provide the backbone for real estate brokerages across North America. The Complete Enterprise Solution is more than just a product. It’s a plan to drive your business, from infrastructure to user experience and ultimately a healthy, profita ... View more
