VP, Customer Success
$210,000–$230,000 year
On-siteLehi, Utah, United States
Job Summary
Lead Customer Success, Renewals, and Partner Delivery Success organizations to maximize retention, accelerate expansion within the installed base, and drive AI product adoption. Define engagement strategies across enterprise, mid-market, and long-tail segments while building digital success motions and referenceable customer advocates. Set operating rhythms for forecasting, pricing discipline, and structured win-back strategies, serving as the executive escalation point for at-risk accounts. Build and develop a multi-layered team of 30+ leaders, own headcount and budget planning, and partner with Sales, Product, and Marketing to deliver a connected customer experience. Represent the voice of the customer in executive and board-level discussions to influence strategy on retention and revenue growth.
Required Qualifications
- Bachelor's degree in a business discipline or equivalent practical experience
- 10+ years of experience in Customer Success, Account Management, or a related post-sale customer-facing function within a SaaS technology company
- 5+ years of experience leading leaders, with demonstrated success building and scaling an organization of 30+ people
- Proven ownership of retention and expansion targets, including GRR, NDR, and renewal rates, at a company with $100M+ ARR or comparable growth-stage scale
- Demonstrated experience designing and operating segmented customer engagement models across different customer tiers, including digital and scaled customer success motions
- Experience owning a renewals function, including forecasting, pricing discipline, and renewal strategy
- Strong financial and analytical capabilities with experience translating customer and revenue data into business strategy and executive-level insights
- Demonstrated ability to lead organizational change and execute customer-focused strategies across multiple functions
Desired Qualifications
- Experience within the legal industry
- Experience leading or supporting Customer Success organizations responsible for driving AI product adoption
- Experience operating within a private equity-backed or high-growth company through a significant scaling phase
- Experience partnering with Product organizations to build and operate formal voice-of-the-customer programs
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