VP, Customer Success
HybridPlano, Texas, United States
Job Summary
Develop and execute a Customer Success vision and long-term strategy to build a scalable organization driving adoption, retention, and expansion. Recruit, develop, and mentor a high-performing leadership team while defining organizational structure and performance frameworks. Own the customer experience from implementation through renewal, establishing health scoring, success planning, and risk mitigation programs. Partner with Sales, Product, and Operations to drive Gross and Net Revenue Retention goals and identify expansion opportunities. Create scalable playbooks for onboarding and advocacy, optimize operational workflows, and develop KPI dashboards tracking NRR, churn, and NPS. Lead organizational transformation initiatives to foster a culture of accountability and continuous improvement.
Required Qualifications
- Bachelor's degree
- 12+ years of progressive leadership experience within SaaS, technology, or recurring revenue businesses
- Minimum of 7 years leading Customer Success organizations
- Demonstrated experience building or transforming Customer Success teams in a high-growth environment
- Experience managing enterprise customer relationships and executive stakeholders
- Strong understanding of subscription business models, customer lifecycle management, and customer retention strategies
- Proven ability to develop scalable processes while maintaining a high-touch customer experience
- Strong financial, analytical, and operational acumen
- Exceptional executive communication and presentation skills
- Applicants must be authorized to work for ANY employer in the U.S.
- Some travel may be required
Desired Qualifications
- MBA
- Hospitality technology, telecommunications, managed services, or enterprise technology experience
- Experience serving large hotel brands, management companies, ownership groups, or multi-location enterprise customers
- Experience with HubSpot, Salesforce, Gainsight, Totango, ChurnZero, or similar Customer Success platforms
- Experience leading organizational transformation initiatives
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