VP, Customer Success

Skills

About the Role

You will lead our worldwide Customer Success organization, building and scaling a team of Customer Success Managers and regional CS leaders across AMER, EMEA, and APAC. You'll operate at the executive level with our largest institutional customers while running a data-driven, high-accountability CS organization. You'll increase software value realization, retention, adoption, and business expansion, with a primary focus on banking, payments, and strategic enterprise customers. You'll own renewals forecasting, operational excellence, and bookings, and you'll recruit, build, and lead a high-performing global CS organization. You'll oversee the enterprise customer lifecycle from onboarding through adoption, expansion, and renewal, and you'll partner closely with Sales using MEDDPICC to identify upsell and expansion opportunities. You'll execute CS playbooks and engagement models, develop a customer feedback loop, and champion senior customer relationships. You'll partner cross-functionally with Sales, Marketing, and Product/Engineering, and leverage AI and automation to scale CS operations and sharpen forecasting and health-scoring.

Requirements

• 10+ years in the B2B technology industry, with at least 6+ years leading customer-facing organizations at scale
• Experience running Customer Success for SaaS businesses with total revenues exceeding $100MM
• Demonstrated experience with enterprise and/or strategic accounts, ideally in banking, payments, financial services, or other regulated, technically complex industries
• Analytical and process-oriented mindset; uses data to drive execution and inform strategy
• Competence with AI tools and models
• Technical fluency sufficient to be credible with a sophisticated product and technical buyers
• Proven change agent - creates or adopts new customer programs that maximize satisfaction, retention, and expansion
• Ability to manage and influence through persuasion, negotiation, and consensus building
• Strong empathy for customers paired with a genuine passion for revenue and growth
• Deep understanding of value drivers in recurring-revenue business models
• Excellent communication and presentation skills
• Relevant Bachelor's degree preferred; MBA a plus
• Ability to travel up to 30%

Responsibilities

• Increase renewal rates and reduce churn
• Drive adoption and new business growth
• Improve Net Promoter Score
• Own renewals forecasting, operational excellence, and bookings
• Recruit, build, and lead a high-performing global CS organization including regional CS leaders and CSMs
• Build a high-performance culture that retains top talent and develops future leaders
• Oversee onboarding through adoption, expansion, and renewal for enterprise accounts
• Manage lifecycle touchpoints and interventions with automation
• Identify and create upsell and expansion opportunities for NDR
• Partner with Sales using MEDDPICC to qualify economic buyers, decision criteria, and timing
• Collaborate on Deal Acceptance, Knowledge Transfer, and Kick-Off
• Execute CS playbooks and engagement models with prescriptive best practices
• Track and measure CS effectiveness and customer health
• Develop an effective customer feedback loop and remediate issues
• Bring customer insight into Product and Engineering
• Champion senior customer relationships and evangelize customer success stories
• Build working partnerships with Sales, Marketing, and Product/Engineering
• Use AI and automation to scale CS operations and sharpen forecasting and health-scoring