Vice President, Customer Success

📋 Description

• Lead strategy and performance of M3's customer success org to drive retention and long-term revenue
• Own renewals, forecasting, and expansion motions in collaboration with Sales and Account Management.
• Define KPIs, operating cadence, and executive reporting for the CS function.
• Partner with Sales, Product, Marketing, Support, and Professional Services to align customer
• Oversee CS tech stack, data integration, and processes to improve efficiency and scalability.
• Represent CS in GTM planning, budgeting, and board reporting as a peer with Sales and Marketing.

🎯 Requirements

• 12-15+ years of management experience; 6-10+ years leading CS orgs at executive level.
• Direct experience in hotel, hospitality, or travel tech SaaS preferred.
• Experience overseeing a CS platform and ensuring data in Salesforce is available.
• Strong track record presenting to and influencing an Executive Leadership Team or Board.
• Formal training in Customer Success or executive leadership preferred.
• Excellent strategic planning, KPI development, cross-functional coordination, and communication

🎁 Benefits

• Competitive compensation and bonus structure.
• Opportunities for executive leadership and career growth.
• Collaborative, growth-focused work environment.