СШАVP of Customer Success
5 дн. назад
220k–260k USD / годСШАC-level
Senior executive leader responsible for commercial performance and customer success strategy.
Условия
- The base salary range for this full-time position is posted below, plus equity and benefits. Variable pay, bonuses, and other cash compensation will be discussed throughout the interview process.
- The salary range was determined by role, level, and location. Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range applicable to your location during the hiring process.
- Salary Range (US)
- $220,000 — $260,000 USD
- is a remote-first company that puts people at the center of everything we do. We want our team members to thrive - that’s why we offer a range of benefits and perks designed to support your well-being, growth, and work-life balance.
- Competitive compensation package including stock options
- Flexible work schedule
- Comprehensive benefits including retirement plan match
- Opportunity to make a real impact every day
- Work with a dynamic and growing team
- Unlimited PTO
- We have a distributed team that works remotely across locations in the United States and Ontario, Canada. Collaboration within core working hours is required.
Другое
- serves global manufacturers by powering manufacturing uptime through the delivery of an unparalleled condition monitoring experience, with a passion to care about the assets our customers care for every day. We are a devoted and capable team that includes world-renowned engineers and distinguished business leaders united by a common goal – To build the future of predictive maintenance. As we enter the next phase of rapid growth, we are seeking people to help lead the journey.
- At , we are committed to maximizing manufacturing uptime by delivering a proactive condition monitoring experience. Our team of experts shares a common goal: to be the world's leading condition monitoring platform, helping manufacturers eliminate unplanned downtime worldwide.
- Position Overview
- The Vice President of Customer Success is a senior executive leader who owns the commercial performance of 's installed customer base, maximizing long-term customer value through world-class adoption, retention, expansion, and operational excellence. This position plays a critical role in shaping 's post-sale strategy and market position, with direct accountability for customer outcomes, team performance, and enterprise-wide customer-centric initiatives.
- The Vice President of Customer Success is expected to build a world-class Customer Success organization capable of supporting a business scaling to $200M+ ARR while maintaining industry-leading retention and customer satisfaction and is responsible to lead a team across multiple levels and regions, ensuring consistent delivery of world-class service, driving product adoption, and embedding AI-powered solutions and best practices throughout the organization.
- Key Responsibilities
- Strategic Vision and Organizational Leadership
- Develop and execute customer success strategy aligned with revenue targets and product roadmap.
- Own the recurring revenue performance of the installed customer base as represented by key performance indicators with direct accountability that are appropriate for the business as it scales: NRR, GRR, churn, expansion revenue growth, NPS, and customer health scores.
- Define customer segmentation and lifecycle models that optimize value realization and maximize ROI for customers and .
- Lead the post-sale organization to drive product adoption, customer experience excellence, and measurable business outcomes.
- Establish measurable operating targets appropriate to the business as it evolves and scales.
- Present quarterly customer health, retention, and expansion trends to the Executive Leadership Team.
- Building and Scaling High-Performing Teams
- Recruit and develop exceptional talent, establishing a culture of excellence and accountability.
- Build organizational infrastructure to support global scaling across multiple regions, with emphasis on Mexico and EU/UK operations.
- Foster a continuous learning culture.
- Hold the team accountable to performance standards while maintaining collaboration , and mutual support.
- Implement standards that raise the bar for team capabilities, methodologies, and customer outcomes.
- AI Integration and Operational Innovation
- Reimagine Customer Success as an AI-enabled organization, leveraging automation, predictive intelligence and agentic workflows to materially improve customer outcomes while increasing CSM productivity and scalability:
- Lead strategic integration of AI capabilities into CS operations.
- Champion AI adoption for predictive analytics, health scoring, churn prevention, and personalized engagement.
- Evaluate and implement AI-powered CS tools including AI health platforms, ChatGPT integration, and automated insights engines.
- Partner with Product and Engineering to ensure customer feedback informs AI roadmap and seamless platform integration.
- Customer Outcomes and Growth
- Own gross and net revenue retention targets and churn reduction initiatives.
- Develop and operationalize CS lifecycle frameworks (onboarding, adoption, value realization, renewal, expansion). Target Time-to-Value of 30 days or less
- Develop executive relationships with the company’s largest 30-50 enterprise/strategic customers. Personally sponsor strategic recovery plans and drive an Executive Sponsor Program.
- Lead initiatives to maximize adoption and ROI of condition monitoring solutions across customer manufacturing operations.
- Execute programs including Business Reviews, executive sponsor relationships, and customer advisory boards. Target quarterly executive reviews for 100% of top 20 accounts.
- Cross-Functional Leadership and Alignment
- VP Customer Success owns renewal strategy, expansion identification, customer health, while partnering with Sales on commercial negotiations, pricing, strategic/enterprise expansions.
- Partner with Sales, Product, Marketing, Engineering, and Operations to ensure seamless handoffs and customer-centric decision-making.
- Collaborate on feature prioritization and product roadmap informed by customer feedback.
- Collaborate with Sales on renewal forecasting and expansion opportunities.
- Own monthly forecasting of renewals, churn, contraction and expansion with forecast accuracy of +/-5%.
- Partner with Marketing on retention campaigns, case studies, and reference programs.
- Own the post-implementation customer lifecycle, but also be jointly accountable with the implementation leader for achieving rapid time-to-value and a seamless transition.
- Process Improvement and Operational Excellence
- Run the Customer Success group like an operating business:
- Design and optimize CS processes, playbooks, and SOPs that scale with growth.
- Lead evolution of CS technology stack and CDP to ensure data integrity, actionable insights, and seamless integration with sales, marketing, and product systems.
- Identify and eliminate operational bottlenecks through continuous improvement, retrospectives, and feedback loops.
- Develop training and enablement programs. Target new CSM onboarding completion within 30 days with 80%+ competency scores.
- International Expansion and Geographic Scaling
- Lead CS strategy for international expansion in Mexico and EU/UK with cultural competency and localized approaches. Scale international operations to support aggressive annual revenue growth.
- Build and manage remote, distributed teams across time zones and geographies with strong processes and communication cadences.
- Navigate diverse regulatory and contractual environments. Maintain 100% compliance with local labor and data privacy regulations.
- Qualifications
- Proven experience leading Customer Success through rapid scale (approximately $75M-$200M+ ARR) including organizational redesign, systems evolution, customer segmentation, and operating model transformation.
- Experience managing a large recurring revenue base through customer lifecycle economics including CAC recovery, expansion efficiency, retention, and customer lifetime value optimization.
- Industry Knowledge: Experience in SaaS, HaaS, IoT, predictive maintenance, manufacturing, or similar B2B sectors strongly preferred. Minimum 3+ years in one of these sectors. Deep understanding of customer lifecycle, SaaS metrics, and renewal/expansion economics.
- Leadership: Proven ability to build, scale, and lead high-performing organizations at scale. Strong track record of recruiting talent, developing leaders, and creating accountability. Must have managed 60+ direct and indirect reports across multiple management layers, with demonstrated success elevating team performance.
- Strategic Execution: Ability to develop and execute strategies that drive measurable improvements in retention, NRR, NPS, and expansion revenue.
- Global Experience: Demonstrated experience leading geographically distributed teams. Minimum 2+ years managing remote teams. International experience in Mexico, EU/UK highly valued.
- Technical and AI Fluency: Comfort with technology, data analytics, and AI/machine learning applications. Ability to quickly learn and champion technologies that enhance customer outcomes.
- Customer-Centric: Committed to customer success and advocacy. Proven ability to balance customer needs with business objectives using data-informed decisions.
- Desired Skills and Attributes
- Executive Presence: Communicates with clarity and conviction to all stakeholder levels including C-suite. Inspires teams and drives organizational alignment around customer-centric vision.