Vice President, Customer Success

The Role

Vice President, Customer Success – Publisher Cloud

As Vice President of Customer Success for Sailthru within Publisher Cloud, you will lead the Customer Success strategy and execution for one of our most important business lines. You will be responsible for driving retention, expansion, adoption, and customer advocacy across a portfolio of enterprise customers leveraging the Sailthru platform.

This role owns the business outcomes of Sailthru Customer Success, including Net Revenue Retention, retention performance, customer growth, NPS, and advocacy. You will lead a team of Customer Success professionals focused on delivering measurable value to customers through lifecycle marketing, email engagement, personalization, and audience growth strategies.

You will work closely with the GVP of Customer Success and cross‑functional leaders across Sales, Product, Operations, and Support to ensure customers achieve business outcomes and to help shape the broader Customer Success strategy for Publisher Cloud.

The ideal candidate combines strong enterprise customer leadership, deep expertise in digital marketing and customer engagement, and a proven ability to drive measurable revenue outcomes through Customer Success execution.

• Own retention, expansion, Net Revenue Retention, NPS, and customer advocacy for the Sailthru Customer Success business.
• Manage performance across a defined portfolio of enterprise customers.
• Establish and drive disciplined account planning, forecasting, and business review processes.
• Identify and mitigate churn risk while proactively uncovering expansion opportunities.
• Ensure consistent delivery of customer value through adoption of Sailthru capabilities.

• Partner with customers to drive lifecycle marketing maturity, audience engagement, and revenue growth.
• Expand platform usage across email, segmentation, personalization, and omnichannel engagement strategies.
• Guide customers in translating business goals into scalable marketing programs and measurable outcomes.
• Ensure customers realize full value from the Sailthru platform and associated Publisher Cloud capabilities.

• Develop trusted relationships with senior leaders at key accounts.
• Lead executive business reviews focused on performance, outcomes, and growth opportunities.
  
  Serve as escalation point for strategic customer issues and opportunities.
• Build and maintain strong referenceable customer relationships.

• Lead a team of Customer Success Managers focused on Sailthru accounts.
• Coach and develop team members to improve customer engagement, strategic thinking, and commercial outcomes.
• Drive accountability for retention, growth, and adoption outcomes across the team.
• Foster a culture of performance, ownership, and customer‑centric execution.

• Partner closely with Sales, Product, Operations, and Support to ensure customer success.
• Act as the voice of the customer.
• Influence product priorities through structured customer feedback and insight sharing.

• Strong Net Revenue Retention performance across the Sailthru customer base.
• High retention and renewal rates with reduced churn risk.
• Consistent expansion through increased platform adoption and new use cases.
• High customer satisfaction and improved NPS.
• Strong customer advocacy, references, and case studies.
• Accurate forecasting and disciplined account execution.
• A high‑performing Customer Success team delivering measurable customer outcomes.

• 10–15 years of experience in Customer Success, Account Management, Professional Services, or related client leadership roles.
• 5+ years leading Customer Success or account teams in SaaS, marketing technology, or digital marketing environments.
• University degree in Business, Communications, Marketing, Computer Science or relevant field.
• Proven track record of driving retention, expansion, and Net Revenue Retention in enterprise accounts.
• Deep understanding of email marketing, lifecycle marketing, personalization, segmentation, and audience engagement.
• Strong…