Company
SaaS
VicePresident,CustomerSuccess
Neural analysis suggests this role is
optimal for Executive candidates.
“Vice President, Customer Success. Skills: Customer Success Strategy, AI Strategy, Customer Lifecycle Management, Leadership. Design segmented Customer Success model. Establish engagement models”
What You'll Achieve.
Implement scalable CS operating model; Improve coverage via AI workflows; Improve prioritization via AI workflows; Improve proactive engagement via AI; Embed CS platform adoption; Drive consistency via lifecycle plays; Resolve broader customer issues; Improve customer continuity; Reduce handoffs; Improve retention metrics; Improve adoption metrics; Improve customer growth metrics; Operate with accountability; Operate with measurable standards; Operate with operational discipline
Industry & Context.
Root cause analysis
What They're Looking For.
Must Have
Bachelor’s degree in Business, Marketing, or Technology, 10+ years progressive leadership experience, Executive leadership experience in SaaS/technology, Proven experience redesigning/scaling CS operating models, Experience implementing/operationalizing CS platforms, Understanding of AI, automation, digital engagement, Demonstrated success improving retention/adoption/outcomes, Executive presence
Nice to Have
Advanced degree preferred
What You'll Do.
Design segmented Customer Success model
Establish engagement models
Lead customer segmentation
Define service levels
Drive organizational transformation
Evaluate Customer Success platform
Implement Customer Success platform
Operationalize Customer Success platform
Develop health score frameworks
Define AI strategy for CS
Execute AI strategy for CS
Build AI-enabled engagement models
Develop standardized lifecycle plays
Embed lifecycle plays into workflows
Build risk identification processes
Build escalation processes
Partner with Sales/AM
Identify expansion opportunities
Identify customer growth signals
Drive improvements in GRR
Drive improvements in NRR
Drive improvements in adoption
Drive improvements in customer health
Expand CS capabilities
Resolve customer issues
Reduce escalations to Support
Partner with Support/Product/Services
Improve customer outcomes
Reduce friction in customer journey
Develop technical capabilities
Improve customer continuity
Improve speed-to-resolution
Build and lead CS leadership team
Establish operating cadences
Establish governance processes
Establish performance management frameworks
Drive culture of accountability
Drive culture of continuous improvement
Drive culture of operational rigor
Drive culture of customer-centric execution
Conduct regular business reviews
Conduct executive reporting
Collaborate cross-functionally
How You'll Work.
Team & Collaboration
Cross-functionally with Product; Cross-functionally with Revenue Operations; Cross-functionally with Finance; Cross-functionally with Services; Cross-functionally with Support; Cross-functionally with Sales leadership
Communication Scope
Executive reporting
Full Job Description
## ESSENTIAL RESPONSIBILITIES & DUTIES Customer Success Strategy & Operating Model Design and implement a segmented Customer Success model supporting strategic, scaled, and long-tail customer segments. Establish engagement models including named CSM coverage, pooled customer management, and digital or AI-driven customer motions. Lead customer segmentation, capacity planning, and book-of-business design aligned to customer value, complexity, and growth opportunity. Define service levels, ownership boundaries, and operational standards across all customer segments. Drive organizational transformation and change management initiatives to support evolving customer engagement models. AI & Customer Success Platform Leadership Evaluate, select, implement, and operationalize a Customer Success platform integrated with CRM, Support, billing, and product usage systems. Develop health score frameworks, customer lifecycle workflows, segmentation logic, and reporting standards. Define and execute an AI strategy for Customer Success, including workflow automation, risk identification, digital engagement, and productivity optimization. Build scalable AI-enabled customer engagement models that improve coverage, prioritization, and proactive outreach. Customer Lifecycle & Retention Management Develop standardized lifecycle plays for onboarding, adoption, renewal readiness, risk mitigation, customer save motions, and expansion opportunities. Ensure lifecycle plays are embedded into workflows and systems for consistent execution and measurement. Build proactive risk identification and escalation processes to improve customer retention and renewal predictability. Partner with Sales and Account Management teams to identify expansion opportunities and customer growth signals. Drive improvements in Gross Revenue Retention (GRR), Net Revenue Retention (NRR), adoption, and customer health metrics. Customer Capability & Issue Resolution Expand Customer Success capabilities to directly resolv
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