VP, Customer Success

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Full Time Plano, TX, US

At Enseo, we’re redefining what hospitality technology can be.

We provide the technology for modern hospitality — helping hotels across the U.S., Canada, and Mexico deliver personalized digital guest experiences while simplifying operations behind the scenes. Our solutions enable hotel teams to improve guest satisfaction, operate more efficiently, and unlock new revenue opportunities.

From in-room entertainment and reliable connectivity to guest engagement and property-wide insights, Enseo’s platform supports some of the most recognized hotel brands in the industry. Our technology powers more than 84 million guest experiences each year across over 330,000 rooms.

The Vice President, Customer Success will be responsible for building and scaling a best-in-class Customer Success organization that drives customer adoption, retention, expansion, and long‑term strategic partnerships.

This is a transformational leadership opportunity for an executive who has successfully built Customer Success organizations within B2B SaaS or technology environments. The successful candidate will establish the vision, operating model, organizational structure, and performance framework necessary to deliver exceptional customer outcomes while supporting continued company growth.

The Vice President, Customer Success will partner closely with Sales, Product, Operations, Support, and Engineering to create a seamless customer experience throughout the customer lifecycle.

• Develop and execute a Customer Success vision and long‑term strategy.
• Build a scalable Customer Success organization capable of supporting continued company growth.
• Establish customer segmentation, engagement models, and service delivery standards aligned with business objectives.
• Serve as the executive advocate for customer experience across the organization.

• Recruit, develop, and mentor a high‑performing Customer Success leadership team.
• Define organizational structure, career progression, performance expectations, and talent development plans.
• Foster a culture focused on accountability, collaboration, customer advocacy, and continuous improvement.

• Own the customer experience from implementation through adoption, value realization, renewal, and expansion.
• Develop proactive customer engagement strategies that improve adoption and business outcomes.
• Establish customer health scoring, success planning, executive business reviews, and risk mitigation programs.
• Create scalable playbooks for onboarding, adoption, renewal readiness, and customer advocacy.

• Own customer retention strategy and support achievement of Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) goals.
• Partner closely with Sales to drive renewal excellence and identify expansion opportunities.
• Develop forecasting methodologies for renewals, customer health, and churn risk.
• Implement strategies that improve customer lifetime value while reducing customer attrition.

• Develop KPI dashboards and executive reporting for Customer Success performance.
• Net Revenue Retention (NRR)
• Gross Revenue Retention (GRR)
• Customer Churn
• Product Adoption
• Time-to-Value
• Net Promoter Score (NPS)
• Customer Satisfaction (CSAT)
• Optimize Customer Success technology platforms, workflows, and operational processes.

• Partner with Product Management to ensure customer feedback influences product roadmap decisions.
• Collaborate with Sales to ensure smooth customer transitions and consistent account engagement.
• Work closely with Support, and Operations to deliver a seamless customer experience.
• Support Marketing initiatives related to customer advocacy, references, testimonials, and case studies.

• Bachelor's degree required; MBA preferred.
• 12+ years of progressive leadership experience within SaaS, technology, or recurring revenue…