Vice President, Customer Success

Job Title: Vice President Customer Success

Supervisor: President

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 TraceGains President dotted line to Eskos 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

Essential Duties/Responsibilities:

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 TraceGains 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 TraceGains 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 growth
• Use customer insights and data to drive continuous improvement and strategic decisions

Cross-Functional Collaboration

• Partner with Sales on renewals price uplift expansions and account planning
• Work closely with Product and Engineering to influence roadmap priorities based on customer insights
• Align with Marketing on customer advocacy references and lifecycle communications

Minimum Job Requirements:

• 812 years of experience in Customer Success scaling function in global B2B SaaS company focus midmarket
• Proven leadership experience managing CS onboarding and/or enablement teams with hands-on interaction with customers and internal stakeholders
• Strong track record of driving NRR renewals price uplift and expansion
• Strong analytical skills with ability to turn data into action
• Executive-level communication and stakeholder management skills
• About 30% travel required for leadership and department meetings company events customer/network meetings and events.
• Successful completion of a drug and background screening process including but not limited to employment verifications criminal search OFAC SS Verification as well as credit screening where applicable and in accordance with federal and local regulations
• Bachelors degree is required. Master degree a plus

Preferred Qualifications:

• Familiarity with CS platforms (e.g. Gainsight Totango) CRM and LMS tools
• Background working closely with Product and Sales leadership
• Experience with both enterprise and mid-market customer models

Personal Attributes:

• Agile adaptable leader who thrives in environments of rapid change.
• High urgency and restlessness paired with resilience.
• Inspirational leadership with strong business vision and collaboration skills
• Passion to get things done through others with a focus on empowering teams to make them effective.
• Excellent team player motivates and inspires people
• Understands the need to and can pragmatically handle the balance of short-term priorities that deliver results in year versus the medium- and longer-term transformational priorities needed for future success.
• Excellent communication written and oral and presentation skills.
• Building trust with the organization

Why Youll Want to Join Us:

Headquartered in Broomfield Colorado TraceGains a Veralto company connects people and information so teams can work smarter. As a global technology company we provide networked innovation quality and compliance solutions to consumer brands that want to reduce supply chain risk speed up business processes and take control of data.

At TraceGains we believe were in this together and our goal is to provide the most innovative solutions in the industry. We are in the game to change the industry and with the help of our ever-growing TraceGains Network we have created the CPG industrys first networked ingredients marketplace. We also know that innovation and ingenuity start with prioritizing a diverse workforce and a deeply inclusive workplace. We encourage people from all backgrounds to apply to our positions.

Plus we offer great benefits including:

• Health dental vision life insurance AD&D STD and LTD coverage supplemental (accident hospital & indemnity and hospital) coverage paid parental leave pet insurance identity theft and more!
• Fully remote work environment
• Flexible paid time off available on your date of hire
• A 401(k) plan and company match for saving for your future

• Company Paid Volunteer Days
• Advancement opportunities and promoting from within

TraceGains provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.

Applicants must be over the age of 18 and have proof of authorization to work in the U.S. for consideration.

TraceGains participates in E-Verify and will provide the federal government with your I-9 information upon hire to confirm that you are authorized to work in the U.S.

Employees interested in applying:

Please reach out to your HR Department for details.

US ONLY:

The below range reflects the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range. This range may be modified in the future. An associates position within the salary range will be based on several factors including but not limited to relevant education qualifications certifications experience skills seniority geographic location performance shift travel requirements sales or revenue-based metrics any collective bargaining agreements and business or organizational needs.

We offer a comprehensive package of benefits including paid time off medical/dental/vision insurance and 401(k) to eligible employees.

Note: No amount of pay is considered to be wages or compensation until such amount is earned vested and determinable. The amount and availability of any bonus commission benefits or any other form of compensation and benefits that are allocable to a particular employee remains in the Companys sole discretion unless and until paid and may be modified at the Companys sole discretion consistent with the law.

US residents: In any materials you submit you may redact or remove age-identifying information such as age date of birth or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

Veralto Corporation and all Veralto Companies are committed to equal opportunity regardless of race color national origin religion sex age marital status disability veteran status sexual orientation gender identity or other characteristics protected by law. We value diversity and the existence of similarities and differences both visible and not found in our workforce workplace and throughout the markets we serve. Our associates customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

The EEO posters are available here.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process to perform crucial job functions and to receive other benefits and privileges of employment. Please contact us at to request accommodation.

Unsolicited Assistance

We do not accept unsolicited assistance from any headhunters or recruitment firms for any of our job openings. All resumes or profiles submitted by search firms to any employee at any of the Veralto companies in any form without a valid signed search agreement in place for the specific position approved by Talent Acquisition will be deemed the sole property of Veralto and its companies. No fee will be paid in the event the candidate is hired by Veralto and its companies because of the unsolicited referral.