Vice President Customer Success
Vice President Customer Success
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1 Vacancy
Job Description
The Role: As the Vice President of Customer Success this role will report to the Chief Revenue Officer. The Vice President of Customer Success will lead our Customer Success organization to drive revenue growth maximize customer lifetime value and deliver an exceptional customer experience. This role is responsible for ensuring strong Net Revenue Retention (NRR) and Net Promoter Score (NPS) by executing strategies that enhance customer satisfaction adoption expansion and retention. The VP of Customer Success will champion a customercentric culture aligning crossfunctional teams to optimize the endtoend customer journey.
InOffice Position: At Strategy Monday Tuesday Wednesday and Thursday are inoffice days with Fridays as workfromhome.
Key Responsibilities
Customer Success & Retention
- Own NRR and NPS targets implementing strategies to increase renewals reduce churn and drive customer advocacy.
- Develop and execute a customer success framework that ensures smooth onboarding proactive engagement and measurable value realization.
- Establish bestinclass adoption success planning and advocacy programs to accelerate customer satisfaction and longterm retention.
- Optimize the customer lifecycle through journey mapping segmentation and targeted engagement strategies.
Revenue Growth & Expansion
- Partner closely with Sales Product and Marketing to identify and drive expansion opportunities within existing accounts.
- Define and execute crosssell and upsell strategies ensuring customers maximize the value of our platform.
- Leverage datadriven insights to forecast retention risk and expansion potential guiding proactive customer outreach.
- Oversee customer health scoring models to anticipate issues and take preemptive action.
Leadership & Operational Excellence
- Scale and lead a highperforming Customer Success team instilling a culture of accountability continuous improvement and customer obsession.
- Implement KPIs dashboards and reporting structures to measure success ensure alignment with corporate goals and inform strategic decisions.
- Drive operational efficiencies and automation to improve customer engagement support responsiveness and service delivery.
- Act as the voice of the customer influencing product roadmap gotomarket strategies and internal processes to enhance customer outcomes.
Qualifications :
- 15 years of experience in Customer Success Account Management or a related field preferably in enterprise SaaS.
- Proven track record of owning and improving NRR and NPS metrics in a fastpaced growthoriented environment.
- Strong leadership experience in building and scaling customer success organizations with measurable impact on retention and revenue expansion.
- Expertise in customer journey mapping success planning and advocacy programs to drive longterm engagement.
- Datadriven mindset with experience leveraging analytics automation and AI to enhance customer experience and operational efficiency.
- Strong collaboration skills to influence crossfunctional teams including Sales Product and Marketing.
- Excellent communication and executive presence with the ability to engage customers and internal stakeholders at all levels.
Additional Information :
Strategy is an Equal Employment and Affirmative Action employer F/M/Disability/Vet/Sexual Orientation/Gender Identity.
Strategy is an Equal Employment /Affirmative Action employer and provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures. If you have any difficulty using our online system and you need an accommodation due to a disability you may contact us about your interest in employment at
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
