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, Operational Excellence. Design segmented Customer Success model. Establish engagement models”
What You'll Achieve.
Improve customer retention; Improve renewal predictability; Identify expansion opportunities; Improve GRR; Improve NRR; Improve adoption; Improve customer health metrics; Reduce escalations to Support; Improve customer outcomes; Reduce friction in customer journey; Improve internal enablement; Improve process alignment; Improve coverage; Improve prioritization; Improve proactive outreach; Improve continuity; Improve speed-to-resolution; Improve measurable performance standards; Improve operational discipline
Industry & Context.
Risk mitigation; Issue resolution
What They're Looking For.
Must Have
10+ years progressive leadership experience, Executive leadership experience in SaaS, Proven experience redesigning or scaling CS operating models, Experience implementing and operationalizing CS platforms, Understanding of AI, automation, digital engagement strategies, Demonstrated success improving retention, adoption, and customer 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 customer engagement models
Develop standardized lifecycle plays
Embed lifecycle plays into workflows
Build risk identification processes
Build escalation processes
Partner with Account Management
Drive improvements in GRR
Drive improvements in NRR
Expand CS capabilities
Resolve customer issues
Partner with Services
Partner with Training
Partner with Documentation
Develop technical capabilities
Improve customer continuity
Improve speed-to-resolution
Build high-performing CS leadership team
Establish operating cadences
Establish governance processes
Establish performance management frameworks
Conduct business reviews
Conduct executive reporting
How You'll Work.
Team & Collaboration
Cross-functional leadership teams; Sales and Account Management; Support, Product, Services, Training, Documentation
Communication Scope
Executive reporting
Process & Methodology
Change management
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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