Vice President, Customer Success

Vice President, Customer Success About the Company Provider of loyalty subscription programs for leading online merchants IndustryInternet TypePrivately Held, VC-backed Founded2010 Employees51-200 Funding$26-$50 million Categories B2BEnterprise SoftwareE-CommerceSubscription ServiceTechnologyInformation Technology & ServicesInternetService ProvidersServicesArtificial Intelligence Specialties customer experienceecommercesoftware-as-a-servicetechnologyinternet of thingsretailetailloyaltyretentioncustomer lifetime valuesubscription servicessubscription commercesubscription ecommercesubscription technologysaasrelationship commerceand predictive reorderand auto-ship Business Classifications B2BE-Commerce About the Role The Company is in search of a Vice President of Customer Success to lead and grow its Customer Success team. The successful candidate will be responsible for defining and executing the vision, strategy, and goals for Customer Success Managers, with a focus on the most strategic customers. This leadership role is pivotal in ensuring that customers experience exceptional value and satisfaction throughout their journey. The VP will work closely with cross-functional teams, including Sales, Product, Solutions, Marketing, and Engineering, to drive customer retention, expansion, and overall business growth. Key responsibilities include leadership and team development, customer engagement and retention, strategic account management, cross-functional collaboration, and data-driven decision-making. The ideal candidate will have a proven track record of leading a Customer Success organization in a high-growth B2B or B2B2C SaaS environment, with a strong background in e-commerce, particularly with subscription-first companies. Expertise in customer operations, setting KPIs, and driving high adoption is essential. The role requires a deep understanding of customer use cases, product capabilities, and market segmentation, especially with mid-market and enterprise-level customers. The VP will be expected to build and scale a high-performance, global customer success team, and must be adept at recruiting, retaining, mentoring, and guiding top talent. A data-driven approach to customer success, including the establishment and tracking of KPIs, is a key aspect of the role. Hiring Manager TitleSVP of Customer Success Travel PercentLess than 10% Functions General ManagementOperationsStrategy

Created: 2025-01-30