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Vice President Customer Success And Support
Job Description & How to Apply Below
Advance customer success and support at March Networks through scalable SaaS delivery, lifecycle governance, and measurable service performance.
Reporting directly to the CEO and President, the Vice President of Professional Services oversees post-sales functions across the Smart Security Solutions LOB. The scope includes Customer Success, Technical Support, Professional Services, Cloud Services, NOC, Training, and Implementation. This executive will improve onboarding, adoption, support, retention, and customer health across March Networks and Vivotek.
Key Responsibilities:- Optimize onboarding, implementation, adoption, support, and renewal readiness
- Sponsor strategic customers and complex deployment escalations
- Strengthen recurring services positioning and attach rates
- Build standardized playbooks, runbooks, and training frameworks
- Manage partners, subcontractors, and delivery governance
- Minimum 10 years in services, consulting, support, or customer success
- Five years leading multi-function, global, or regional teams
- Proven transformation of scalable, predictable service delivery
- Experience measuring churn, retention, NPS, CSAT, CES, and health
- Experience with third-party providers and global delivery models
Lead customer success and support transformation for March Networks and Vivotek with SaaS expertise, lifecycle metrics, and executive leadership.
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