Vice President, Customer Success
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Job Description
VP of Customer Success leading an established, high-performing team in a retail solution company. Driving customer retention, growth, and advocacy across a complex enterprise retail portfolio.
Responsibilities:
- Leadership and development of the Director of Customer Success and the full CSM organization
- Portfolio-level gross revenue retention (GRR) and net revenue retention (NRR)
- Commercial accountability: this is a revenue-generating CS function — the VP owns renewal execution strategy and directly supports expansion efforts in close partnership with Sales leaders
- Executive sponsorship of the company’s most complex, high-value accounts — multi-banner, multi-region, multi-stakeholder retail relationships
- Customer journey oversight — ensuring a consistent, high-quality experience from onboarding through renewal, with structured approaches to communicating and demonstrating value at each stage
- CS playbooks: strategic account engagement, risk identification and management, escalation protocols, and expansion motions
- Cross-functional partnership: collaborate with Sales on expansion pipeline, Product on customer feedback loops, Marketing on customer advocacy programs, and RevOps on forecasting and reporting
- Long-term customer advocacy: developing customer champions, reference relationships, and advisory engagement that support broader go-to-market objectives
- Organizational design: in partnership with the Director of CS and CCO, build toward a segmented or pod-based CS model aligned to customer complexity and growth stage
- Talent development and succession planning within the CS organization
- CS performance reporting to the CCO and executive leadership
Requirements:
- 8+ years in Customer Success leadership in a B2B SaaS environment
- Experience working directly with retail organizations
- Demonstrated impact on GRR and NRR at portfolio scale
- Experience managing managers and building CS organizational structure, process, and playbooks
- Strong commercial acumen: experience in renewal strategy, pricing discussions, and executive-level customer engagement
- Demonstrated ability to build long-term customer relationships and develop customer advocates at the executive level
- Familiarity with CS platforms (Gainsight, Totango, or similar); Salesforce proficiency
- Experience operating in a PE-backed, metrics-driven, high-accountability environment
Benefits:
- Multiple medical plan options
- Dental and vision coverage
- Health savings and flexible spending accounts
- Paid parental leave
- Supplemental coverage for life’s unexpected moments
- Generous paid time off
- 401(k) with immediate vesting and company match
- Short- and long-term disability
- Free access to health and wellbeing resources such as Calm and Sworkit
- Access to learning and development opportunities
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