VP of Customer Success

Accountabilities

- Develop and execute the overall Customer Success strategy in alignment with revenue objectives, product direction, and long-term business growth.

- Own the commercial performance of the installed customer base, with accountability for net revenue retention (NRR), gross revenue retention (GRR), churn, expansion revenue, NPS, and customer health.

- Define customer segmentation, lifecycle models, operating targets, and scalable processes that maximize customer value and return on investment.

- Lead and develop a high-performing global Customer Success organization, including recruiting, leadership development, performance management, and organizational design.

- Build the infrastructure and operating model required to support growth beyond $200M ARR, with particular focus on Mexico and EU/UK operations.

- Integrate AI, predictive analytics, automation, and agentic workflows into Customer Success operations to improve health scoring, churn prevention, personalized engagement, and team productivity.

- Own customer lifecycle programs covering onboarding, adoption, value realization, renewals, and expansion, targeting time-to-value of 30 days or less.

- Build executive relationships with the 30–50 largest strategic customers, personally sponsoring recovery plans and establishing an effective executive sponsor program.

- Drive quarterly executive business reviews for 100% of the top 20 accounts and develop customer advisory boards and other engagement initiatives.

- Own renewal strategy, customer health, churn reduction, and expansion identification, while partnering with Sales on commercial negotiations, pricing, and strategic account growth.

- Lead monthly forecasting for renewals, churn, contraction, and expansion, maintaining forecast accuracy within +/-5%.

- Collaborate with Product, Engineering, Marketing, Sales, and Operations to improve customer handoffs, influence product priorities, and strengthen customer advocacy.

- Oversee the Customer Success technology stack and customer data platform, ensuring reliable data, actionable insights, and effective system integration.

- Establish scalable playbooks, standard operating procedures, training programs, and continuous improvement practices, targeting new CSM onboarding completion within 30 days and competency scores of at least 80%.

- Present customer health, retention, and expansion performance to executive leadership and lead operational improvements across the organization.

- Ensure international teams operate effectively across time zones and maintain full compliance with applicable local labor and data privacy requirements.

Requirements:

- Proven experience leading Customer Success organizations through substantial growth, ideally from approximately $75M to $200M+ ARR, including organizational redesign, systems evolution, customer segmentation, and operating model transformation.

- Strong understanding of recurring revenue economics, including customer acquisition cost recovery, retention, expansion efficiency, and customer lifetime value.

- At least 3 years of experience in SaaS, hardware-as-a-service (HaaS), IoT, predictive maintenance, manufacturing, or a comparable B2B sector.

- Deep knowledge of customer lifecycle management, SaaS performance metrics, renewal strategy, and expansion economics.

- Demonstrated success building and leading large, high-performing organizations, including management of at least 60 direct and indirect reports across multiple leadership layers.

- Strong track record of recruiting, developing, and retaining talent while establishing clear accountability and performance standards.

- Proven ability to improve retention, NRR, NPS, customer satisfaction, and expansion revenue through measurable strategies.

- At least 2 years of experience managing geographically distributed or remote teams; international leadership experience in Mexico and/or EU/UK markets is highly valued.

- Technical and AI fluency, including comfort with data analytics, machine learning applications, automation, and emerging technologies that improve customer outcomes.

- Strong executive presence and communication skills, with the ability to influence C-suite stakeholders, build consensus, and align teams around a customer-centric strategy.

- Highly analytical and operationally rigorous, with experience using dashboards, performance metrics, and data-driven insights to guide business decisions.

- Adaptability and change leadership, including the ability to navigate ambiguity, improve processes, and lead organizational transformation.

- Strong customer advocacy and commercial judgment, balancing customer needs with business objectives.

- Manufacturing knowledge, ideally including industrial operations, predictive maintenance, IoT, condition monitoring, and asset-intensive environments.

- Fluent English required; Spanish or other additional languages are an advantage.

- Willingness and ability to travel to Mexico and other international markets as needed.

Benefits:

- Base salary: $220,000–$260,000 USD, depending on location, skills, experience, education, and relevant qualifications.

- Additional variable compensation, bonuses, and equity.

- Stock options as part of the compensation package.

- Comprehensive benefits, including a retirement plan with employer match.

- Unlimited paid time off.

- Flexible work schedule.

- Remote-first working environment, with team members distributed across the United States and Ontario, Canada.

- Collaboration during established core working hours.

- Opportunity to lead a growing global organization and make a significant impact on customer outcomes and business performance.

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!
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