Vice President, Customer Success

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Vice President, Customer Success based in United States.

This executive leadership role is responsible for driving customer success strategy, performance, and outcomes across a portfolio of enterprise clients in a fast-paced marketing technology environment. You will oversee retention, expansion, and customer satisfaction while ensuring clients achieve measurable business value from a sophisticated AI-powered marketing platform. The role combines strategic leadership with hands-on operational ownership, requiring a strong focus on revenue impact, customer advocacy, and platform adoption. You will lead and develop a high-performing Customer Success team while partnering closely with Sales, Product, and Operations to align on customer outcomes. This is a highly visible position where your leadership directly influences Net Revenue Retention, growth, and long-term customer relationships. The environment is data-driven, collaborative, and centered on delivering scalable customer value through innovation and personalization.

• Own the Customer Success business performance across enterprise accounts, including retention, expansion, Net Revenue Retention (NRR), NPS, and customer advocacy.
• Lead and scale a team of Customer Success Managers focused on driving adoption, engagement, and measurable customer outcomes.
• Develop and execute structured account planning, forecasting, renewal, and business review processes across key customer segments.
• Drive customer value realization by expanding platform usage across lifecycle marketing, personalization, segmentation, and omnichannel engagement strategies.
• Build and maintain strong executive relationships with senior stakeholders across strategic accounts, serving as a trusted advisor and escalation point.
• Partner cross-functionally with Sales, Product, Operations, and Support to ensure alignment on customer needs and continuous improvement.
• Translate customer insights into actionable feedback that informs product roadmap and platform evolution.

Requirements:

• 10–15 years of experience in Customer Success, Account Management, Professional Services, or related client-facing leadership roles.
• 5+ years of experience leading Customer Success or enterprise account teams in SaaS, martech, or digital marketing environments.
• Proven track record of driving retention, expansion, and Net Revenue Retention in enterprise customer portfolios.
• Strong expertise in lifecycle marketing, email marketing, personalization, segmentation, and customer engagement strategies.
• Demonstrated ability to lead and scale high-performing teams with a focus on commercial outcomes.
• Strong executive presence with experience managing senior-level client relationships.
• Excellent communication, leadership, and organizational skills with strong business and financial acumen.
• Ability to operate in a data-driven environment and manage forecasting and performance metrics effectively.

Benefits:

• Competitive base salary aligned with senior executive-level scope ($180,000–$185,000), plus bonus and equity.
• Comprehensive healthcare coverage including medical, dental, and vision insurance.
• Unlimited PTO to support flexibility and work-life balance.
• Employee equity program offering long-term ownership in the business.
• Additional perks including wellness programs, employee discounts, virtual classes, and pet insurance.
• Opportunity to lead a high-impact customer success organization within a fast-growing AI-driven marketing platform.
• Executive-level visibility and direct influence on customer strategy and business growth.