Vice President of Customer Success

New York City, NY - USA

Monthly Salary: Not Disclosed

Posted on: 12 hours ago

Vacancies: 1 Vacancy

Job Summary

Sr Director / Vice President of Customer Success

About the Role:

Customer Success is a mission-critical function and a key driver of long-term growth retention and profitability. As Vice President of Customer Success you will own the entire post-sale customer experience and play a central role in shaping how customers adopt engage with and grow on our platform.

This is a senior leadership role for a hands-on strategic operator who can lead from the front while building scalable processes. You will be responsible for developing a world-class Customer Success organization that delivers measurable outcomes across onboarding adoption retention renewals advocacy and expansion.

You will partner closely with Sales Marketing Product/R&D and Finance serving as the voice of the customer internally while ensuring customers achieve meaningful business value from our solutions.

Why you should join:

Own a mission-critical function: Customer Success sits at the center of the business directly impacting revenue growth renewals and long-term customer value.
Build and scale: You will have the opportunity to design evolve and optimize customer success processes at scale influencing how the organization grows for years to come.
Lead with impact: This role combines strategic leadership with hands-on execution allowing you to directly influence outcomes culture and team performance.
Work with cutting-edge technology: Be part of a platform that uses real-time item-level data to transform how businesses engage with customers.
Cross-functional influence: Collaborate closely with executive leadership and key stakeholders across the company to shape product direction customer strategy and revenue forecasting.
Career-defining opportunity: Ideal for a seasoned leader who wants visibility ownership and the chance to leave a lasting mark on a high-growth organization.

Key Responsibilities:

Drive Customer Success Outcomes

Increase renewal rates and reduce customer churn
Influence lifetime value through higher product adoption customer satisfaction and overall health scores
Drive new business growth through customer advocacy references and case studies

Manage Customer Success Activities

Client onboarding
Training and enablement
Professional services
Customer support
Renewals and expansion

Define and Optimize the Customer Lifecycle

Map the end-to-end customer journey
Develop listening points across the lifecycle (usage satisfaction engagement etc.)
Standardize interventions for each stage of the journey
Define customer segmentation and tailored engagement strategies
Identify opportunities for continuous improvement
Apply and adapt industry best practices

Measure Effectiveness of Customer Success

Define operational and performance metrics for the team
Establish systems for tracking and reporting metrics
Create a regular cadence for internal performance reviews
Share key metrics with executive leadership and the broader organization

Build and Lead a World-Class Customer Success Team

Recruit and develop experienced leaders across Customer Success functions
Create efficient onboarding and ramp-up processes for new hires
Align closely with Marketing on campaigns for existing customers
Partner with R&D on product issues bugs and technical improvements
Collaborate with Finance on forecasting renewals and revenue measurement
Drive a company-wide definition of the ideal customer profile

Required Experience & Skills:

8 years of experience leading B2B customer-facing organizations
Proven experience managing managers and teams of 20 employees
Background spanning post-sale customer success and sales is strongly preferred
Deep understanding of recurring revenue and SaaS business models
Strong analytical process-driven and data-oriented mindset
Inspiring enthusiastic leader with the ability to motivate and mentor teams
Demonstrated success driving software adoption and customer outcomes
Proven ability to develop strategy translate it into execution and track results
Operational excellence in problem-solving communication planning and delegation
Ability to collaborate effectively across departments and with senior executives
Strong operational discipline that drives efficiency and customer satisfaction
Comfortable handling escalated customer issues with urgency and accountability
Alignment with company values and a customer-first mindset
Salesforce (SF) experience is required

Sr Director / Vice President of Customer Success About the Role: Customer Success is a mission-critical function and a key driver of long-term growth retention and profitability. As Vice President of Customer Success you will own the entire post-sale customer experience and play a central role...