VP of Customer Success

📋 Description

• Own gross revenue retention (GRR) and net revenue retention (NRR) across enterprise, mid-market
• Develop and oversee renewal forecasting, account planning, and expansion strategies to improve
• Lead executive relationships with strategic enterprise customers, including major general
• Build and refine the enterprise Customer Success model, including multi-stakeholder account plans
• Design scalable organizational structures, customer coverage models, segmentation strategies, and
• Lead and develop a team comprising 12 Customer Success Managers, one Customer Success Manager, and

🎯 Requirements

• At least 10 years of experience in Customer Success, including five or more years leading Customer
• Direct accountability for retention metrics at a company generating approximately $20 million to
• Experience scaling a Customer Success organization through a similar stage of growth in a
• Significant enterprise customer experience, including executive relationship management, complex
• Demonstrated experience managing managers and leading Customer Success teams across multiple
• A track record of developing scalable operating processes, including forecasting discipline

🎁 Benefits

• Executive leadership opportunity: Own the complete Customer Success function at a pivotal stage of
• Established team and processes: Build on a healthy, high-performing organization with documented
• Significant business impact: Directly influence customer retention, revenue expansion, and the
• Organizational development: Shape the future structure of the Customer Success organization
• Enterprise-level exposure: Build relationships with strategic customers and collaborate closely
• Innovation and efficiency: Drive the adoption of AI-enabled workflows, automation, and improved