VP, Client Success
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
VP of Client Success leading adoption, retention, and expansion for HelioCampus’s higher-education data platform. Managing client success strategy, relationships, metrics, and team performance.
Responsibilities:
- Lead, mentor, and motivate the client success team
- Foster a culture of excellence, collaboration, and continuous improvement
- Set performance expectations, objectives, and OKRs for team members
- Assess team performance and provide feedback
- Ensure the team has the tools, resources, and training needed to deliver outstanding customer experiences
- Develop and implement a customer success strategy aligned with company goals
- Analyze customer data, trends, and feedback to improve satisfaction, retention, and expansion
- Build and maintain relationships with key clients and advocate for them within the company
- Engage proactively with clients to understand objectives, challenges, and opportunities
- Provide strategic guidance and support
- Oversee onboarding for new clients
- Collaborate with sales and product development to drive product adoption and customer success
- Develop initiatives to drive retention, reduce churn, and increase customer lifetime value
- Identify upsell and cross-sell opportunities and work with sales to drive revenue growth
- Define and track KPIs for client success efforts
- Report customer success metrics and recommendations to senior management
- Capture customer feedback, testimonials, and case studies
- Collaborate with marketing and sales to use customer success stories in promotional materials
Requirements:
- Bachelor's degree in business, marketing, or a related field (advanced degree preferred)
- Proven experience, typically 8+ years, in customer success management, account management, or a related role
- At least 3–5 years in a leadership position
- Strong understanding of customer success principles, strategies, and best practices
- Excellent communication, presentation, and negotiation skills
- Ability to build and maintain relationships with clients at all levels of the organization
- Analytical mindset with the ability to leverage data for decision-making
- Experience driving customer retention and expansion
- Strong leadership and team management skills
- Track record of building and developing high-performing teams
- Experience working with cross-functional teams, including sales, marketing, and product development
- Familiarity with customer success software and tools is a plus
- US East Coast working hours are required
- Ability to occasionally travel to an office or client site; preference for candidates who can easily travel to Chapel Hill, NC or Bethesda, MD
- Sufficient visual acuity to read documents and view computer screens
- Ability to communicate effectively in person as applicable and via phone or video conferencing
- Proficient use of hands for typing, using a mouse, and managing office equipment
- Occasional lifting of up to 10 pounds
Benefits:
- Flexible work schedule
- 18 PTO days on day one with additional PTO per year
- Fifteen (15) paid holidays
- Medical, dental, and vision coverage
- Parental leave
- 401K with match
- Company events
- Referral bonus
- Professional development opportunities
- Home office perks
- Two office locations
- Remote-first working environment
- Autonomy, freedom, and trust
- Reasonable accommodations for individuals with disabilities
Similar Jobs
Customer Success Manager
Customer Success Manager driving retention, renewals, and adoption for Dot Compliance’s cloud quality and compliance solutions. Managing executive relationships across regulated life sciences accounts.
Director, Partner Success
Director leading partner success for Imagine Pediatrics, a virtual-first and in-home pediatric medical group. Managing health plan relationships, retention, expansion, and regional growth.
Customer Success Manager
Customer Success Manager driving retention, renewals, and product adoption for manufacturers using QAD’s intelligent SaaS manufacturing and supply-chain platform.
Customer Success Manager
Customer Success Manager driving adoption, renewals, and growth for QAD’s SaaS manufacturing and supply chain solutions. Managing customer journeys, Salesforce engagement tracking, and global sales partnerships.
Partner Success Manager
Partner Success Manager guiding telecom customers through Zayo’s bandwidth-service lifecycle. Managing onboarding, customer health, renewals, upselling, and growth opportunities.
Head of Customer Success
Head of Customer Success leading Nuvolo’s SaaS workplace platform retention, adoption, and expansion. Building global teams and optimizing customer journeys, advocacy, metrics, and post-sales operations.
Customer Success / Support Operations Evaluator
Customer success operations evaluator reviewing AI-generated documents, spreadsheets, and slides for Mercor. Grading quality, identifying errors, and providing structured feedback to improve AI systems.
Partner Success Manager
Partner Success Manager driving PMI product growth, client acquisition, and B2B account expansion in Canada. Managing strategic accounts, regional plans, executive relationships, and partner networks.
Growth Strategist – Customer Success, Implementation
Growth Strategist implementando Workana ON para ayudar a pymes a adoptar herramientas digitales. Acompañando onboardings, midiendo resultados y aportando feedback para validar el producto.
Customer Success Manager
Customer Success Manager driving adoption, retention, and growth for Henry Schein One’s dental practice management software. Advising dental practices and executive stakeholders on measurable business outcomes.
Customer Success Consultant
Customer Success Consultant managing client partnerships for Castlight’s digital healthcare navigation and Vera’s advanced primary care solutions. Driving engagement, care outcomes, benefits optimization, and renewals.
Customer Success Manager
Customer Success Manager managing strategic US customers for Webbing's global data MVNO and IoT connectivity platform. Driving onboarding, adoption, renewals, growth, and executive relationships.
CSM Team Lead
Customer Success Team Lead managing strategic enterprise accounts and mentoring Webbing’s US team. Driving adoption, retention, and growth for global IoT connectivity services.
Customer Success Manager, Paid Social Media Buyer – Social Media Marketing Experience
Customer Success Manager für DatAds, eine SaaS-Plattform für AI-gestütztes Ad-Creative- und Performance-Marketing. Betreuung von eCommerce- und Agenturkunden sowie Beratung zu Paid-Social-Kampagnen.
Onboarding Analyst, Customer Success
Onboarding Analyst coordinating SaaS customer implementations for Doxel’s AI construction platform. Tracking dependencies, files, risks, and cross-functional deliverables across concurrent onboardings.
Customer Success Manager, SMB
Customer Success Manager guiding U.S. contractors through CompanyCam’s photo documentation and productivity app adoption. Driving retention, renewals, engagement, and expansion across customer accounts.
Customer Success Specialist
Customer Success Manager für No Isolations AV1-Bildungsroboter im deutschen Bildungssystem. Schulen, Kommunen und Bildungsbehörden bei Einführung, Nutzung und Wirkung von AV1 unterstützen.
Senior CRM Manager – Lifecycle, Retention
Senior CRM Manager building lifecycle CRM, retention, and upsell systems for M-KOPA’s financial inclusion platform. Scaling customer growth programmes across African markets.
Senior CRM Manager – Lifecycle & Retention
Senior CRM Manager building automated lifecycle journeys, experiments, and upsell systems for M-KOPA’s financial inclusion products across Africa. Driving retention, repayment, and customer lifetime value.
Customer Success Manager – Mid Market
Customer Success Manager helping accounting firms maximize value from Karbon’s AI-powered practice-management platform. Owning renewals, customer health, retention, and expansion.