VP, Customer Success Operations – Retention
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
VP building ECI’s AI-native customer success operating model for 25,000+ B2B SaaS customers. Owning retention, lifecycle operations, customer intelligence, and AI enablement.
Responsibilities:
- Define the scaled Customer Success operating model for more than 25,000 customers
- Design customer segmentation, lifecycle orchestration, AI, automation, and targeted human engagement
- Own the operating strategy for Gross Revenue Retention and Net Revenue Retention alongside the renewal organization
- Build predictable forecasting, analyze churn drivers, improve save motions, and establish retention as an operating discipline
- Build and lead the Customer Success Operations organization
- Oversee customer lifecycle programs, engagement operations, customer intelligence, health scoring, and scaled execution
- Define customer health measurements, relevant signals, automation triggers, and human-expertise interventions
- Continuously improve the operating model using insights from customer interactions
- Partner with GTM Engineering to evaluate, build, and operationalize AI capabilities across the customer lifecycle
- Partner with Product, Marketing, Support, Professional Services, Sales, and Engineering to create a coordinated customer experience
Requirements:
- 10+ years leading Customer Success, Customer Success Operations, RevOps, Digital Customer Success, or similar organizations in B2B SaaS
- Experience building scaled customer success capabilities rather than simply inheriting them
- Understanding of how customer journeys, technology, AI, operations, and commercial outcomes connect into one operating system
- Experience owning meaningful retention metrics and influencing Gross Revenue Retention, Net Revenue Retention, adoption, and expansion
- Comfort discussing operating strategy with executives and redesigning playbooks, workflows, or operating processes
- Systems-oriented approach to experimentation, automation, and continuous improvement
Benefits:
- Occasional travel
- Opportunity to shape the systems, teams, and operating model behind ECI’s customer growth
- Backing to build and freedom to make decisions
Similar Jobs
Director, Client Success – SUMMIT
Director of Customer Success scaling UiPath’s enterprise automation customer portfolios. Leading renewals, adoption, risk management, strategic partnerships, and high-performing teams.
Customer Success Manager
Customer Success Manager growing school-district transportation partnerships at EverDriven. Driving retention, renewals, revenue expansion, and client solutions for alternative student transportation.
Client Experience Specialist
Client Experience Specialist supporting EAP clients and providers for Pyramid Healthcare’s behavioral healthcare services. Coordinating referrals, resolving concerns, and maintaining client records.
Customer Success Manager
Customer Success Manager helping Vantor’s government and defence software customers achieve adoption and long-term value. Managing onboarding, renewals, expansion, and strategic customer relationships across Europe.
Customer Success Partner
Customer Success Partner supporting customer adoption, retention, training, and expansion. Helping Hi Rasmus make evidence-based autism care accessible to families.
Mission Success Manager
Mission Success Manager guiding commercial and government customers through secure SaaS deployment on Game Warden. Coordinating implementation, FedRAMP authorization, escalations, renewals, and product feedback.
CRM Marketing Manager
CRM Marketing Manager building automated lifecycle journeys for CXM’s customer marketing across 12 international markets. Improving activation, retention, reactivation, and customer lifetime value through data-driven campaigns.
Mid-Level CRM Analyst – Engagement and Lifecycle Specialist
Analista de CRM na Stone, empresa brasileira de tecnologia e serviços financeiros. Gerindo jornadas, campanhas multicanal e estratégias de engajamento do portfólio Ton.
Customer Success Manager
Customer Success Manager onboarding and growing financial-institution clients using Worth AI’s SMB underwriting and decisioning platform. Driving adoption, resolving workflow issues, and managing customer relationships.
Customer Success Manager
Customer Success Manager driving measurable adoption and value realisation for Logile's EMEA retail customers. Partnering with Account Managers on QBRs, renewals, upsells and store-level customer engagement.
Senior Customer Success Manager
Senior Customer Success Manager growing enterprise accounts for Firework’s AI-powered video commerce platform. Driving renewals, expansion, adoption, and ROI across North American brands and retailers.
Front Line Manager – Customer Success
Front Line Manager overseeing customer success chargebacks, rebates, SLAs, and inquiries at Genpact. Supporting AI-powered business transformation for global enterprises.
VP, Client Success
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.
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.