Vice President of Customer Success Greater Boston, MA Area

The Company is seeking a Vice President of Customer Success to lead and scale its company-wide Customer Success function. Responsibilities include setting the strategy, organizational structure, customer segmentation, engagement models, and success metrics across the full customer lifecycle. The role owns retention, expansion, and customer health outcomes, while overseeing escalation processes, budgets, and headcount. The VP will lead senior Customer Success leaders, develop the organization’s talent and succession pipeline, champion AI adoption in team workflows, and represent the function in executive and cross-functional planning. Candidates should have 10+ years of progressive Customer Success leadership experience in B2B SaaS, including 3–5 years leading a function at VP level or equivalent. They should demonstrate measurable success improving retention and expansion, and have deep experience with full-lifecycle customer management, organizational design, segmentation, and developing multi-layer leadership teams. Strong executive communication, cross-functional partnership, financial acumen, and data-driven decision-making are required. Professional experience using AI tools and leading their adoption is expected; experience in cybersecurity, risk management, compliance, or technically complex SaaS is an advantage.

Hiring Company

Black Kite