Remote Vice President, Customer Success

About the role

ESSENTIAL RESPONSIBILITIES advanced degree preferred. 10+ years of progressive leadership experience in Customer Success, Account Management, or post-sale SaaS operations. Executive leadership experience within a SaaS or technology organization with complex customer segmentation and retention models. Proven experience redesigning or scaling Customer Success operating models across high-touch and tech-touch segments. Experience implementing and operationalizing Customer Success platforms and workflow automation tools. Strong understanding of AI, automation, digital engagement strategies, and customer lifecycle orchestration. Demonstrated success improving retention, adoption, and customer outcomes through operational excellence and scalable processes. Strong executive presence with the ability to influence and collaborate across senior leadership teams. Experience leading organizational transformation and change management initiatives KEY PERFORMANCE INDICATORS (KPIs): Gross Revenue Retention (GRR) Net Revenue Retention (NRR) Customer adoption and product utilization Customer health score improvement Renewal readiness and churn reduction Expansion opportunity contribution Customer satisfaction and engagement metrics AI adoption and workflow efficiency improvements Operational scalability and process consistency WHAT SUCCESS LOOKS LIKE: A clearly defined and scalable Customer Success operating model is successfully implemented. AI-enabled customer workflows improve coverage, prioritization, and proactive customer engagement. Customer Success platform adoption becomes embedded into daily operational execution. Standardized lifecycle plays drive consistency across onboarding, adoption, renewals, and expansion. Customer Success resolves a broader range of customer issues directly, improving continuity and reducing handoffs. Retention, adoption, and customer growth metrics improve measurably over time. The Customer Success organization operates with strong accountability, measurable performance standards, and operational discipline $220,000 - $260,000 a year