VP, Customer Success

Uniphore is one of the largest B2B AI-native companies—decades-proven, built-for-scale and designed for the enterprise. The company drives business outcomes, across multiple industry verticals, and enables the largest global deployments.

Uniphore infuses AI into every part of the enterprise that impacts the customer. We deliver the only multimodal architecture centered on customers that combines Generative AI, Knowledge AI, Emotion AI, workflow automation and a co‑pilot to guide you. We understand better than anyone how to capture voice, video and text and how to analyze all types of data.

As AI becomes more powerful, every part of the enterprise that impacts the customer will be disrupted. We believe the future will run on the connective tissue between people, machines and data: all in the service of creating the most human processes and experiences for customers and employees.

We're looking for a Vice President, Customer Success to lead the global post‑sales customer journey for Uniphore, building a high‑performing CX organization that drives enterprise customer value, retention, and aggressive net revenue expansion. This role reports to the SVP, Customer Experience and is based in our Palo Alto, CA headquarters (daily in‑office).

This is a transformation mandate — not an optimization play. Uniphore is in the midst of a full platform transition, moving customers from legacy point products to the Business AI Cloud. The VP of Customer Success will own zero‑churn execution during this transition while simultaneously building the CX infrastructure required to scale net revenue retention from 100% to 200–300%.

You'll own the entire customer lifecycle — from onboarding and enablement through adoption, expansion, and renewal — ensuring Fortune 500 and Global 2000 customers realize the full impact of the Uniphore Business AI Cloud and Business AI Suite. You'll work closely with Sales, Delivery, Product, Engineering, Marketing, and senior leadership to integrate customer insights into the roadmap and go‑to‑market strategy, and deliver against ambitious growth and retention goals.

This is a role for a builder — someone who defines the playbook rather than inherits one. You'll be expected to operationalize strategy, build teams, create processes from the ground up, and lead with both executive presence and hands‑on execution. If you're energized by growth‑stage intensity, passionate about customer outcomes, and ready to build a world‑class CX function at a company defining a new AI category, this opportunity is for you.

• Own the end‑to‑end post‑sales customer journey — including onboarding, enablement, adoption, renewal, expansion, and advocacy — setting the strategy and operating model that deliver measurable customer outcomes and long‑term retention for Fortune 500 and Global 2000 enterprise clients
• Build, lead, and scale a high‑performing global Customer Success organization (CSMs, Support, Onboarding, Enablement), establishing clear roles, processes and operating rhythms that drive consistency and impact across US, Europe/Middle East, and APAC
• Define and execute a data‑driven Customer Success roadmap — developing playbooks, health models and success plans; instituting KPIs and dashboards; and using insights to proactively reduce risk and unlock expansion toward 200–300% NRR targets
• Lead zero‑churn execution during Uniphore's platform transition — migrating enterprise customers from legacy products to the Business AI Cloud while protecting revenue, managing change and accelerating time‑to‑value on the new platform
• Serve as executive sponsor for strategic accounts — cultivating C‑suite relationships, guiding executive business reviews and resolving escalations to protect and grow enterprise partnerships
• Partner cross‑functionally with Sales, Delivery/Services, Product, Engineering and Marketing to ensure seamless handoffs, accelerate time‑to‑value, and channel the voice of the customer into product and go‑to‑market decisions
• Implement and optimize Customer Success tools and systems to capture product usage, value realization and customer feedback —…