Vice President, Customer Success

About the role:

We are seeking a strategic and execution-focused Vice President, Customer Success to lead and scale a high-impact client success organization. You will own retention, growth, and client health while building the systems, talent, and operating rigor required to deliver consistent results across segments.

Reporting into our Chief Client Officer, you will lead a team of Customer Success leaders and Managers, enabling them to translate strategy into clear action, strong stakeholder alignment, and measurable outcomes.

Responsibilities:

• Own gross revenue retention of 95% or higher and drive ARR growth through renewals and expansion
• Lead, coach, and develop a high-performing team of Customer Success leaders and Managers
• Establish clear performance standards, accountability, and operating cadence across the organization
• Translate segment strategy into actionable account plans in partnership with Strategy and Segment leadership
• Drive disciplined execution across complex enterprise accounts, ensuring measurable client outcomes
• Build scalable frameworks and playbooks to support new and evolving customer segments
• Identify risks early and partner cross-functionally to mitigate churn and protect revenue
• Architect and optimize lifecycle processes across onboarding, adoption, renewals, and expansion
• Define, track, and operationalize client health metrics to drive proactive decision-making
• Ensure consistent and rigorous use of Salesforce and related systems for visibility and scale
• Partner with Sales, Marketing, Implementation, Strategy, Government Relations, and Enablement to align on customer strategy and execution
• Support enablement initiatives to strengthen account management, operational rigor, and risk mitigation

Qualifications

• 12+ years of experience leading Customer Success, Account Management, or Sales organizations with ownership of $100M+ ARR and 95% or higher retention
• Proven leadership experience managing leaders and building high-performing, accountable teams at scale
• Experience managing enterprise clients with $1M or higher ARR and navigating complex stakeholder environments
• Strong executive presence with the ability to influence cross-functional stakeholders and drive alignment
• Demonstrated ability to build scalable processes, frameworks, and operating systems in high-growth environments
• Experience working in or scaling teams within a high-growth or startup environment
• Willingness to travel approximately 30%

The US base salary range for this full-time position is $240,000 to $255,000. Salary ranges are determined by role and level. Compensation is determined by additional factors, including job-related skills, experience, and relevant education or training. Please note that the compensation details listed in US role postings reflect the salary only, and do not include equity or benefits.