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.

Accountabilities:

• 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.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1