VP, Customer Success
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
VP leading customer success for Riedel Communications’ broadcast and live-event communication technology across the Americas. Driving retention, expansion, operational excellence, and customer advocacy.
Responsibilities:
- Build and lead a regional Customer Success team across North and South America
- 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 consistently 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 KPIs and customer satisfaction indicators including Net Promoter Score and Customer Effort Score
- Use data analytics to drive continuous improvement, capacity planning, and report insights to senior leadership
- Lead escalations and turn challenges into success stories
- Travel 30–40% across the Americas for customer visits, trade shows, and team meetings
- Report directly to the Executive Director of Global Customer Success
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 used to manage tickets, projects, and service performance
- Bachelor’s degree or equivalent experience
Benefits:
- Health insurance
- Vision insurance
- Dental insurance
- Life insurance
- Generous PTO
- Monthly wellness credit
- Employer FSA funding
- 401K match
Similar Jobs
Customer Success Team Lead – APAC
Customer Success Team Lead leading APAC support operations for Xapo Bank, a global digital bank. Improving service quality, customer satisfaction, compliance, and team performance.
Customer Success Team Lead – EMEA
Customer Success Team Lead overseeing global customer support operations at Xapo Bank. Coaching advisors, improving QA and CSAT, and driving service KPIs remotely.
Salesforce CRM Analytics
Salesforce Analytics Developer building CRM dashboards, reports, and predictive insights for a Weekday client. Transforming Salesforce data into reliable business intelligence for sales, finance, and operations.
CRM Lead Specialist
CRM Lead Specialist overseeing Klaviyo CRM production, QA, and Specialist teams. Driving lifecycle marketing innovation for Domaine, a Shopify ecommerce design and development partner.
Customer Success Analyst, Mandarin Speaking
Customer Success Analyst guiding renters through qualification for TheGuarantors’ fintech leasing-risk platform. Managing customer pipelines and Mandarin-English communications to drive revenue.
Customer Success Manager
Customer Success Manager guiding APAC B2B flight-platform customers through onboarding and production support. Tripstack connects airlines and travel businesses through virtual interlining technology.
Director, Customer Success – Gracenote Division
Director leading enterprise customer success, retention, and growth for Gracenote, Nielsen’s entertainment metadata business. Managing global accounts, CSM teams, product adoption, renewals, and strategic client partnerships.
CRM Implementation – Automation Specialist
CRM specialist migrating Zapier workflows to Make and configuring Pipedrive environments. Building integrations, troubleshooting automations, and supporting marketing clients.
Customer Success Manager III
Customer Success Manager guiding K–12 school and district accounts through Renaissance’s education technology onboarding, adoption, and renewal. Driving retention, expansion, and successful student learning outcomes.
Senior CRM Manager
Senior CRM Manager optimizing HubSpot adoption, automation, and reporting for SOFTSWISS’s iGaming business. Improving cross-functional efficiency and data-driven growth across delivery, sales, marketing, and operations.
Senior Manager, Success Architects
Senior manager leading GitLab’s Asia Pacific Customer Success Architects and Managers. Driving customer adoption, measurable outcomes, and trusted partnerships for GitLab’s DevSecOps platform.
Client Success Lead
Client Success Lead managing dental billing, claims, denials, and AR for Wisdom’s remote U.S. dental-practice clients. Partnering with technology teams to improve revenue-cycle operations.
Customer Success Manager
Customer Success Manager helping US businesses optimize purchasing and payments with Order.co’s B2B SaaS platform. Owning retention, expansion, adoption, and strategic customer relationships.
Inside Sales Customer Success Manager – Northwest
Inside Sales Customer Success Manager selling laboratory service contracts and renewals for Thermo Fisher Scientific. Supporting customers across the Northwest while pursuing service-product revenue goals.
Working Student – Customer Success, Support & Growth
Werkstudent:in unterstützt CALIMAs B2B-SaaS-Plattform für Arbeitssicherheit im Kundensupport. Betreuung von Bestandskunden, Erkennung von Wachstumspotenzialen und Verbesserung skalierbarer Customer-Success-Prozesse.
Customer Success Manager
Customer Success Manager owning SurfOS client implementations for aviation operators, brokers, owners, and OEMs. Translating workflows into configurations, migrations, training, and adoption.
Ejecutivo de Cuentas – Customer Success
Ejecutivo de Cuentas gestionando onboarding, adopción y expansión de clientes B2B para OZmap, plataforma de mapeo y gestión de redes de fibra óptica. Cartera latinoamericana y trabajo remoto.
Mid-Enterprise Customer Success Manager
Customer Success Manager growing mid-enterprise accounts for Doppel’s AI-native social engineering defense platform. Driving adoption, retention, renewals, and expansion.
Customer Success Manager
Customer Success Manager helping global enterprises adopt Conga’s commercial operations software. Driving adoption, value realization, expansion, risk mitigation, and successful renewals across EMEA.
Sales Operations CRM Specialist
Salesforce CRM specialist improving data integrity, automation, and sales processes for First Legal’s litigation support services. Training representatives and tracking CRM and productivity metrics.