Vice President, Customer Success

Overview

At Varicent, we’re redefining how organizations achieve revenue success with cutting-edge SaaS solutions that empower revenue leaders to design smarter go-to-market strategies, maximize seller performance, and unlock untapped potential. Varicent has been recognized in the 2025 Forrester Wave Report for SPM
, 2023 Ventana Research RPM Value Index
, Gartner Peer Insights
, 2024 Gartner SPM Market Guide
, and G2 as a market leader. Our solutions are trusted by global industry leaders, including T-Mobile, Service Now, Wawanesa Bank, Shaw Industries, Moody s, Stryker, and hundreds more. Here’s why you’ll thrive at Varicent:

• Innovate with
  
  Purpose:
  
  Build impactful solutions for customers worldwide.
• Join Excellence: Work in a diverse, collaborative, and innovative team.
• Shape the Future: Lead in redefining revenue optimization.
• Grow Together: Unlock your potential in a supportive environment.

We’re looking for a Vice President of Customer Success to lead our Customer Success Manager (CSM) and Technical Account Manager (TAM) teams across Growth, Enterprise, and Strategic customer segments in the Americas and EMEA.

This is a high-impact leadership role driving customer outcomes, adoption, renewals, and expansion opportunities while representing the voice of the customer across the organization. You’ll partner closely with Product, Engineering, Sales, Renewals, Services, and Support teams to ensure every customer gets maximum value from our platform.

If you’re passionate about customer advocacy, building world-class teams, and driving revenue growth, this is your opportunity to make a measurable impact.

• Hold steady renewal rates and reduce down sell & churn
• Expand revenue in accounts through new products and expansion opportunities
• Influence future lifetime value through higher product adoption, customer engagement and overall customer health scores with constant identification of risks within the customer base
• Ensure Success Planning Workshops proceed for all appropriate Customers and drive execution to the resulting Customer Success Plans
• Expand customer advocacy and referenceable customers
• Tailor CS programs to meet the needs of customers at various stages in the customer journey and different segmentation needs
• Prescriptively guide customers towards proven / recommended approaches to satisfying their business needs
• Address escalated client issues with speed and urgency, orchestrating resources across the company and enforce the creation and management of “get well plans”
• Travel to client sites domestically or internationally

• Define and manage operational OKRs (Objectives & Key Results) for the team in support of the Company’s objectives and enforce the roll down of these OKRs for CS members within Lattice
• Track and report metrics and measures of business performance and customer health; product use, NRR, Churn, Upsell

• Attract high potential individual contributors and leaders into the team
• Refine onboarding process for new team members
• Share knowledge within the team, based on experience and lessons learned
• Encourage continuous learning within the team, developing a next-generation leadership bench
• Drive continual knowledge improvement for emerging product offerings and feature/function to assure optimum customer success

• Influence company-wide culture of Customer Success
• Drive company-wide customer success processes and metrics
• Work closely with sales to align on customer strategies, renewal forecasting, and account opportunities
• Partner with product to ensure customers are informed of latest features and advocate for additional product enhancements based on customer needs
• Align with Renewal Team around measurement and forecasting

1-3 Months:

• Build strong relationships with CSM and TAM leaders in Americas and EMEA; assess team structure, talent, and coverage models.
• Conduct a baseline review of customer health, renewal rates, churn, NRR, and upsell/cross-sell metrics; identify key risks in the current portfolio.
• R…