Vice President, Customer Success
: Job Details :

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

• B2B
• Enterprise Software
• E-Commerce
• Subscription Service
• Technology
• Information Technology & Services
• Internet
• Service Providers
• Services
• Artificial Intelligence

Specialties

• customer experience
• ecommerce
• software-as-a-service
• technology
• internet of things
• retail
• etail
• loyalty
• retention
• customer lifetime value
• subscription services
• subscription commerce
• subscription ecommerce
• subscription technology
• saas
• relationship commerce
• and predictive reorder
• and auto-ship

Business Classifications

• B2B
• E-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 Management
• Operations
• Strategy