Vice President, Customer Success
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Vice President, Customer Success leading value realization, retention, renewals, and expansion for Brightfield’s AI-powered workforce analytics platform. Coaching customer leaders and driving executive relationships.
Responsibilities:
- Build a deep understanding of each customer’s objectives, stakeholders, decision process, and business problems
- Advise customers on recommended actions rather than simply asking what they want
- Connect TDX use cases to measurable business outcomes, establish success measures and baselines, and make achieved value visible
- Drive retention, renewal, and expansion through customer value realization
- Understand renewal mechanics, risk, expansion opportunities, and commercial trade-offs
- Take ownership of unclear customer or cross-functional situations and move issues to resolution
- Mobilize Product, Data, Advisory, Sales, and other resources while maintaining accountability for customer outcomes and commercial relationship health
- Translate customer issues and requirements into actionable inputs for internal teams and close the loop with customers
- Engage credibly with practitioners and executives, including delivering difficult messages and handling conflict
- Develop Customer Success leads through coaching, constructive challenge, and clear accountability
- Coach team members through account strategy rather than taking over their accounts
- Distinguish capability issues from process or resource issues and respond appropriately
- Lead a defined area of the Customer Success team with a hands-on, outcomes-oriented approach
Requirements:
- Experience leading Customer Success in a senior, hands-on capacity
- Experience building executive-level customer relationships and credibility
- Track record of connecting technology use cases to measurable customer business outcomes and making realized value visible
- Demonstrated track record of owning or materially driving retention, renewals, and expansion
- Commercial judgment and financial acumen to manage Customer Success as a growth engine without approaching the role as a sales position
- Ability to develop and coach Customer Success leaders, set clear expectations, and create accountability without creating fear
- Experience in services procurement and/or contingent workforce sufficient to discuss customer business problems credibly
- Excellent judgment and operating discipline in ambiguous, cross-functional situations
- Ability to challenge weak thinking constructively, listen first, and lead with low ego
- Ability to handle conflict, deliver difficult messages, and remain effective with both practitioners and senior executives
Benefits:
- Fully remote work
- Flexible work environment
- Continuous learning opportunities
- Inclusive work environment
- Equal opportunity employment
Similar Jobs
Partnerships Success Manager
Strategic Customer Success Manager guiding enterprise healthcare systems’ AI strategy and measurable outcomes. Leading executive partnerships, renewals, expansion, and customer success for Aidoc’s clinical AI platform.
Client Engagement Manager – Post-Pay, Specialist
Client Engagement Manager leading payer implementations for Lyric’s healthcare decision intelligence platform. Translating payment integrity needs into requirements, data mappings, testing, and go-live delivery.
Customer Success Leader
Customer Success Leader scaling Liquibase’s Customer Success organization for its database DevOps platform. Driving retention, renewals, expansion, adoption, and executive customer relationships.
Patent Prosecution Customer Success Manager
Customer Success Manager supporting LexisNexis patent prosecution solutions through customer training, product adoption, and strategic engagement. Serving IP customers across Pennsylvania or New Jersey.
Patent Prosecution Customer Success Manager
Customer Success Manager helping LexisNexis customers adopt intellectual property solutions. Delivering patent-prosecution training, demonstrations, and strategic customer engagement.
Customer Success Manager
Customer Success Manager guiding organizations using Submittable’s social-impact program platform. Building success plans, conducting business reviews, and driving client expansion.
Customer Success Specialist
Customer Success Specialist managing high-volume SaaS account renewals, contracts, and retention for LevelUp’s outsourcing clients. Collaborating with CSMs to improve revenue retention and CRM accuracy.
Customer Success Coordinator
Customer Success Coordinator supporting CDK Global’s automotive dealership SaaS customers. Maintaining account data, preparing health reporting and assisting retention and Executive Business Review activities.
CRM Manager
CRM Manager building Braze lifecycle journeys for Bondora’s digital lending and investment products. Optimizing customer value, compliance, experimentation and repayment communications across Europe.
School Success Manager
School Success Manager managing Victorian school relationships for Atomi’s education platform. Driving adoption, renewals, expansion and educator success through training, account planning and thought leadership.
Senior Customer Success Manager
Senior Customer Success Manager advising enterprise customers on Skillsoft’s AI-native learning and skills management solutions. Driving adoption, measurable outcomes, retention, renewals, and expansion.
Customer Success Manager
Customer Success Manager owning onboarding, retention, renewals, and expansion for Hypori’s secure-mobility cybersecurity SaaS customers. Partnering with Sales, Product, Engineering, and Support.
Agent Success Manager – Field Rep
Agent Success Manager building relationships with real estate agents for Homeward’s cash-buying and home-selling products. Driving referrals, repeat deal flow, and closed transactions through field sales.
Lead D365 CRM Consultant
Lead D365 CRM Consultant für WBS GRUPPEs Bildungs- und gemeinwohlorientierte Digitalplattform. Verantwortlich für Dynamics 365, CRM-Konzeption, Anforderungen und fachliche Führung des Anforderungsteams.
Associate Vice President – Strategic Accounts, Client Success
Strategic accounts leader guiding health system clients and teams. Optimizing ambulatory and home infusion programs for CarepathRx's enterprise partners.
Customer Success Manager
Customer Success Manager guiding hospitals through Glytec’s insulin and metabolic intelligence SaaS platform adoption. Managing clinical relationships, implementations, training, outcomes, renewals, and expansion.
Client Success Specialist
Client Success Specialist supporting IRA customers, advisors, and recordkeeping operations for IRALOGIX, a retirement-services fintech. Handling account transactions, platform guidance, compliance documentation, and client communications.
Event Success Manager
Event Success Manager guiding corporate and association clients through EventMobi’s event technology. Leading onboarding, event delivery, and customer success across professional events.
Bilingual Customer Success Agent – Spanish/English
Remote bilingual customer success agent supporting Freedom Mortgage’s call center operations. Handling loan inquiries, customer calls, and policy explanations in Spanish and English.
Senior Customer Success Manager
Senior Customer Success Manager owning strategic client relationships and digital marketing campaigns. Driving retention, ROI, and customer value for Wunderkind’s performance marketing platform.