Vice President of Customer Success

Global Enterprise Technology | AI-Enabled SaaS Platforms | Subscription & Customer-Led Growth
United State (Remote)
February 6, 2026
Full Time
Urgent

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Job Description

About the Role

In modern enterprise organizations, customer success is no longer a post-sales support function; it is a primary growth lever, retention engine, and source of durable competitive advantage. We are seeking a Vice President of Customer Success to lead and scale a global customer success organization supporting enterprise and strategic customers across regions and industries.

This role is designed for a senior executive who understands how to turn customer outcomes into predictable revenue expansion, renewals, and advocacy. The VP of Customer Success will own the entire post-sale customer lifecycle, including onboarding, adoption, value realization, renewals, expansion, and executive engagement, ensuring customers achieve measurable outcomes while the business achieves sustained growth.

As a member of the executive leadership team, you will partner closely with Sales, Product, Technology, Finance, and Marketing leaders to align customer success with go-to-market strategy and product innovation. You will modernize customer engagement models, embed data and AI into customer health and forecasting, and build an operating discipline that scales with growth.

This is not a reactive or service-only role. It is a mandate to build customer success as an enterprise-grade growth function, accountable for retention, expansion, and long-term customer value.

Essential Duties and Responsibilities

  • Define and execute a global customer success strategy aligned with enterprise growth objectives.

  • Own the full post-sale customer lifecycle, including onboarding, adoption, renewals, and expansion.

  • Drive net revenue retention, churn reduction, and customer lifetime value at scale.

  • Partner with Sales to align renewals, expansion strategy, and account planning.

  • Collaborate with Product and Engineering to ensure customer feedback informs roadmap priorities.

  • Establish customer success operating models, segmentation, and engagement standards.

  • Implement customer health scoring, forecasting, and performance analytics.

  • Lead executive-level customer relationships for strategic and high-value accounts.

  • Build, mentor, and scale a global customer success leadership team.

  • Report customer metrics, risks, and growth opportunities to executive leadership and the Board.

Job Qualifications and Requirements

  • 15+ years of leadership experience in customer success, account management, or services roles.

  • Proven success leading enterprise or global customer success organizations.

  • Strong understanding of subscription, SaaS, or recurring-revenue business models.

  • Demonstrated ability to drive retention, expansion, and customer value realization.

  • Experience partnering closely with Sales, Product, and Finance leadership.

  • Strong analytical and financial acumen related to renewals and expansion economics.

  • Bachelor’s degree required; advanced degree preferred.

Personal Capabilities and Qualifications

  • Enterprise-level strategic thinker with disciplined execution mindset.

  • Executive presence with credibility at the C-suite and board levels.

  • Customer-centric leader balanced with commercial rigor.

  • Data-driven decision-maker with strong forecasting instincts.

  • Skilled communicator and relationship builder with senior stakeholders.

  • Resilient leader comfortable operating in fast-paced, high-growth environments.

Strategic Support

  • Serve as a trusted advisor to executive leadership on customer-led growth strategy.

  • Support enterprise revenue planning, forecasting, and expansion initiatives.

  • Partner with Product on roadmap prioritization and customer-driven innovation.

  • Collaborate with Finance on retention modeling and lifetime value optimization.

  • Support M&A integration, customer transitions, and portfolio consolidation efforts.

Working Conditions

  • Hybrid executive work environment with global responsibility.

  • Regular engagement with C-suite leaders, senior customers, and strategic partners.

  • Periodic domestic and international travel to support key customer relationships.

  • High-visibility role with direct impact on revenue, growth, and customer loyalty.

Job Function

  • Customer Success & Retention Leadership

  • Enterprise Customer Lifecycle Management

  • Revenue Expansion & Renewals

  • Customer Health, Analytics & Forecasting

  • Cross-Functional Go-to-Market Alignment

  • Executive Customer Engagement

Compensation & Benefits

  • Base Salary: $360,000 – $430,000

  • Executive Annual Bonus Program

  • Long-Term Incentive Plan (Equity / Performance-Based Awards)

  • Comprehensive Executive Health Benefits

  • 401(k) with Competitive Company Match

  • Executive Coaching & Leadership Development

  • Wellness, Mental Health & Family Support Programs

  • Generous Executive PTO & Holiday Package

Why Join Us

  • Lead customer success at true enterprise scale with global impact.

  • Shape how customer outcomes drive retention, expansion, and growth.

  • Partner directly with executive leadership on revenue and product strategy.

  • Build a customer success organization measured by outcomes, not activity.

  • Leave a lasting legacy by embedding customer-led growth into the company’s DNA.