Vice President of Customer Success
Listed on 2026-02-18
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Customer Service/HelpDesk
Customer Success Mgr./ CSM, Client Relationship Manager, CRM System, HelpDesk/Support -
Business
Customer Success Mgr./ CSM, Client Relationship Manager, CRM System
Job Summary
The Vice President of Customer Success is responsible for developing and executing the company's overall customer success strategy, ensuring maximum customer retention, satisfaction, lifetime value (LTV), and renewal growth. This role requires leading the customer success, customer support, and customer experience teams, building a scalable customer growth system, and driving long‑term revenue and brand loyalty.
Core Objectives- Increase customer retention rate and renewal rate
- Drive customer expansion revenue (Upsell/Cross‑sell Growth)
- Reduce customer churn rate
- Improve customer satisfaction (CSAT/NPS)
- Build a scalable customer success operating system
Develop company‑wide customer success strategies aligned with revenue growth and product goals.
Build a customer lifecycle management system (Onboarding → Adoption → Expansion → Renewal).
Identify customer growth opportunities and drive account expansion and long‑term value maximization.
Team Leadership and Organizational DevelopmentLead customer success, customer support, customer experience, and customer operations teams.
Establish performance systems and KPI metrics, fostering a high‑performance team culture.
Recruit, train, and develop senior customer success management talent (CSM Leadership).
Customer Experience and Relationship ManagementManage strategic and key accounts (Enterprise/Strategic Accounts).
Establish a customer health scoring system.
Ensure continuous improvement of customer experience, increasing customer loyalty and brand reputation.
Data Analysis and Customer InsightsMonitor core customer metrics:
Retention, Churn, NPS, LTV, ARR Expansion.
Utilize data‑driven decision‑making to optimize customer engagement strategies and service models.
Integrate with CRM and customer success tools (e.g., Gainsight, Hub Spot, Salesforce).
Cross‑functional Collaboration (Revenue Alignment)Collaborate with Sales, Product, Marketing, and Support teams.
Drive Revenue Operations (Rev Ops) collaboration to improve revenue conversion and customer renewals.
Translate customer feedback into product and growth improvement suggestions.
Process and System DevelopmentDesign scalable customer success processes (Onboarding, Q , Renewals).
Establish customer automation and tiered service models (Enterprise/SMB/Self‑Serve).
Optimize customer support SLA and service quality systems.
Qualifications EducationBachelor's degree or above (MBA preferred).
Work Experience20+ years of experience in customer success, customer experience, customer operations, or revenue growth.
15+ years of team management or senior management experience.
Experience in SaaS, Fin Tech, B2B enterprise services, or high‑value customer management is preferred.
Core Skills- Customer Success Strategy and Lifecycle Management
- Revenue Growth, Renewal, and Customer Retention Management
- Advanced Customer Negotiation and Relationship Management
- Data‑Driven Decision Making (Retention / LTV / NPS / Expansion)
- CRM / Customer Success Platforms (Salesforce, Gainsight, Hub Spot, Totango)
- Leadership, Cross‑Functional Communication, and Strategic Execution Capabilities
- Customer Retention Rate
- Customer Churn Rate
- Net Revenue Retention (NRR)
- Customer Lifetime Value (LTV)
- Customer Satisfaction (CSAT / NPS)
- Expansion Revenue Growth Rate
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