Remote Vice President, Customer Success

ESSENTIAL RESPONSIBILITIES & DUTIES:

Customer Success Strategy & Operating Model

• Design and implement a segmented Customer Success model supporting strategic, scaled, and long-tail customer segments.


• Establish engagement models including named CSM coverage, pooled customer management, and digital or AI-driven customer motions.


• Lead customer segmentation, capacity planning, and book-of-business design aligned to customer value, complexity, and growth opportunity.


• Define service levels, ownership boundaries, and operational standards across all customer segments.


• Drive organizational transformation and change management initiatives to support evolving customer engagement models.

AI & Customer Success Platform Leadership

• Evaluate, select, implement, and operationalize a Customer Success platform integrated with CRM, Support, billing, and product usage systems.


• Develop health score frameworks, customer lifecycle workflows, segmentation logic, and reporting standards.


• Define and execute an AI strategy for Customer Success, including workflow automation, risk identification, digital engagement, and productivity optimization.


• Build scalable AI-enabled customer engagement models that improve coverage, prioritization, and proactive outreach.

Customer Lifecycle & Retention Management

• Develop standardized lifecycle plays for onboarding, adoption, renewal readiness, risk mitigation, customer save motions, and expansion opportunities.


• Ensure lifecycle plays are embedded into workflows and systems for consistent execution and measurement.


• Build proactive risk identification and escalation processes to improve customer retention and renewal predictability.


• Partner with Sales and Account Management teams to identify expansion opportunities and customer growth signals.


• Drive improvements in Gross Revenue Retention (GRR), Net Revenue Retention (NRR), adoption, and customer health metrics.

Customer Capability & Issue Resolution

• Expand Customer Success capabilities to directly resolve a broader range of customer issues and reduce unnecessary escalations to Support.


• Partner with Support, Product, Services, Training, and Documentation teams to improve customer outcomes and reduce friction in the customer journey.


• Develop technical and specialist capabilities within the Customer Success organization where appropriate.


• Improve customer continuity and speed-to-resolution through stronger internal enablement and process alignment.

Leadership & Operational Excellence

• Build and lead a high-performing Customer Success leadership team.


• Establish KPIs, operating cadences, governance processes, and performance management frameworks.


• Drive a culture of accountability, continuous improvement, operational rigor, and customer-centric execution.


• Conduct regular business reviews and executive reporting on customer health, retention, adoption, and operational performance.


• Collaborate cross-functionally with Product, Revenue Operations, Finance, Services, Support, and Sales leadership teams.

QUALIFICATIONS & EXPERIENCE:

• Bachelor’s degree in Business, Marketing, Technology, or related field required; advanced degree preferred.


• 10+ years of progressive leadership experience in Customer Success, Account Management, or post-sale SaaS operations.


• Executive leadership experience within a SaaS or technology organization with complex customer segmentation and retention models.


• Proven experience redesigning or scaling Customer Success operating models across high-touch and tech-touch segments.


• Experience implementing and operationalizing Customer Success platforms and workflow automation tools.


• Strong understanding of AI, automation, digital engagement strategies, and customer lifecycle orchestration.


• Demonstrated success improving retention, adoption, and customer outcomes through operational excellence and scalable processes.


• Strong executive presence with the ability to influence and collaborate across senior leadership teams.


• Experience leading organizational transformation and change management initiatives

KEY PERFORMANCE INDICATORS (KPIs):

• Gross Revenue Retention (GRR)


• Net Revenue Retention (NRR)


• Customer adoption and product utilization


• Customer health score improvement


• Renewal readiness and churn reduction


• Expansion opportunity contribution


• Customer satisfaction and engagement metrics


• AI adoption and workflow efficiency improvements


• Operational scalability and process consistency

WHAT SUCCESS LOOKS LIKE:

• A clearly defined and scalable Customer Success operating model is successfully implemented.


• AI-enabled customer workflows improve coverage, prioritization, and proactive customer engagement.


• Customer Success platform adoption becomes embedded into daily operational execution.


• Standardized lifecycle plays drive consistency across onboarding, adoption, renewals, and expansion.


• Customer Success resolves a broader range of customer issues directly, improving continuity and reducing handoffs.


• Retention, adoption, and customer growth metrics improve measurably over time.


• The Customer Success organization operates with strong accountability, measurable performance standards, and operational discipline

$220,000 - $260,000 a year