Vice President of Customer Success

Vice President of Customer Success

Customer Success plays a critical role in our client’s long-term growth, profitability, and customer loyalty. This function sits at the heart of the organization—supporting customers, providing strategic guidance, and delivering an experience that drives advocacy within the broader business community.

Our client is seeking a seasoned Customer Success leader who combines strategic thinking with hands-on execution. The ideal candidate is a mentor, coach, and analytical problem-solver with a strong sense of empathy for both clients and team members. This individual will lead by example, establish disciplined processes, and continuously evolve how Customer Success is delivered.

The Senior Director / VP of Customer Success will own and continuously refine all post-sale customer initiatives, including client onboarding, support, consulting services, advocacy, retention, and expansion.

Key Responsibilities Drive Customer Success Outcomes

• Improve renewal rates while reducing customer churn

• Increase customer lifetime value through stronger product adoption, satisfaction, and overall account health

• Support new revenue growth by cultivating customer advocacy and reference opportunities

Oversee Customer Success Operations

• Client onboarding and enablement

• Customer training programs

• Professional and consulting services

• Ongoing customer support

• Renewal management and expansion efforts

Design and Optimize the Customer Lifecycle

• Map and document the end-to-end customer journey

• Implement listening mechanisms (usage data, satisfaction metrics, feedback loops, etc.)

• Standardize engagement and intervention strategies across lifecycle stages

• Segment the customer base and tailor engagement models accordingly

• Identify and implement continuous improvement opportunities

• Apply industry best practices to enhance customer outcomes

Measure and Report Effectiveness

• Define key operational and performance metrics for the Customer Success team

• Build systems and processes to track and analyze metrics

• Establish a regular review cadence within the team

• Share relevant insights and KPIs with executive leadership

Build and Lead a High-Performing Team

• Recruit and develop senior leaders across Customer Success functions

• Create a structured and efficient onboarding experience for new hires

• Partner with Marketing on initiatives targeting existing customers

• Collaborate with Product and Engineering on issues, bugs, and technical feedback

• Work closely with Finance on forecasting, measurement, and reporting

• Help define and reinforce the company’s ideal customer profile

Required Experience & Qualifications

• 8+ years of experience leading customer-facing teams in a B2B environment

• Demonstrated success managing managers and teams of 20+ employees

• Background spanning both post-sale customer success and sales preferred

• Strong understanding of recurring revenue and SaaS business models

• Highly analytical, process-driven, and data-oriented mindset

• Inspirational leader with the ability to motivate and develop teams

• Proven ability to drive software adoption using Customer Success best practices

• Experience translating strategy into executable initiatives and measurable outcomes

• Track record of operational excellence in process improvement, problem-solving, and planning

• Ability to collaborate cross-functionally and engage effectively with senior executives

• Comfortable handling escalated client issues with urgency and professionalism

• Salesforce (SF) experience required

This is a full-time, on-site role based in New York City.