VP, Customer Success – Americas
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Job Description
VP leading customer success for Riedel’s broadcast and live-event communication solutions across the Americas. Driving retention, expansion, advocacy, and operational excellence.
Responsibilities:
- Build and lead a regional Customer Success team across the Americas
- Set clear goals, provide coaching, and foster operational excellence and collaboration across Presales Engineers, Support Engineers, Professional Services, and Demo & Exhibitions functions
- Develop and execute a regional customer success strategy aligned with global objectives
- Drive customer satisfaction, retention, expansion, and excellent operational delivery
- Partner with Sales to ensure smooth handoffs
- Partner with Product teams to relay customer feedback
- Partner with Support for issue resolution
- Represent Riedel at industry events across the Americas
- Own regional operating rhythms, service levels, and process discipline
- Track operational KPIs and customer satisfaction indicators including NPS and CES
- Use data analytics for continuous improvement, capacity planning, and reporting insights to senior leadership
- Lead escalations and turn challenges into success stories
- Travel across the Americas for customer visits, trade shows, and team meetings
Requirements:
- 10+ years in Customer Success, Account Management, or related pre and post-sales roles
- 5+ years leading Customer Success teams in a B2B technology environment
- Demonstrated experience building and running operationally excellent Customer Success organizations, including playbooks, SLAs, handoffs, and continuous improvement
- Proven track record of driving revenue retention and growth through disciplined operations and execution
- Experience in broadcast, media & entertainment, pro AV, live events, or IT/networking strongly preferred
- Deep understanding of the broadcast and media market
- Strong technical aptitude, including IP networks, wireless intercom, video transport, and real-time systems
- Exceptional executive presence and communication skills
- Fluent English required; Spanish or Portuguese a plus
- Experience with Customer Success platforms such as Salesforce and operational tooling for tickets, projects, and service performance
- Bachelor’s degree or equivalent experience
- Ability to travel regularly 30–40% across the Americas
Benefits:
- Health, vision, dental and life insurance
- Generous PTO
- Monthly wellness credit
- Employer FSA funding
- 401K match
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