Vice President, Customer Success

Employer Industry: Information Analytics

• Salary up to $303,300
• Eligible for an annual incentive bonus
• Opportunity to lead a high-impact team and shape the future of customer success
• Supportive work environment promoting work/life balance with well-being initiatives, shared parental leave, study assistance, and sabbaticals
• Strong potential for career advancement as a successor to the SVP role
• Engage with influential academic and government institutions, making a significant impact on customer experience

• Develop and implement a customer success strategy focused on value realization, renewals, and growth
• Lead and mentor a high-performing team, fostering a culture of accountability and customer-centricity
• Collaborate with Sales, Marketing, and Product leaders to enhance customer engagement and reduce churn
• Drive customer advocacy and health metrics through data-informed decision-making
• Champion initiatives for customer success enablement and operational excellence

• Proven track record of 12+ years in SaaS customer success or professional services leadership, managing global teams
• Minimum of 5 years in a senior executive role (VP or equivalent) overseeing regional or global customer success organizations
• Demonstrated experience in managing large-scale customer success teams in a high-growth SaaS environment
• Excellent executive presence, influencing, and communication skills
• Deep knowledge of customer success best practices and experience with CS platforms like Gainsight and Salesforce

• MBA or advanced degree preferred
• Technology-forward mindset with fluency in customer success platforms and automation tools
• Experience in academic, scientific, or governmental sectors

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