Vice President of Customer Success

The Company is seeking a Vice President of Customer Success to lead and scale its AMER customer base. This role is pivotal in the company's growth, as the successful candidate will be responsible for building and executing the operating model that supports the customer base through significant expansion. The VP of Customer Success will be a key leader in the organization, with a focus on defining and implementing a customer maturity framework, a value-based executive business review program, and using AI to drive customer engagement and retention. The ideal candidate will have a proven track record in B2B SaaS, with at least 12 years' experience in customer success, account management, or post-sale leadership, and a strong background in scaling customer success organizations. Key responsibilities for the VP of Customer Success include leading and developing a team of customer success managers, owning the customer success capacity model, and driving both gross and net retention. The role requires a hands-on approach to building and embedding a customer maturity framework, designing a value-based EBR program, and using AI to turn customer signals into actionable insights. The candidate should have experience with customer success platforms and be adept at running high-touch and digital customer success motions. A strong command of SaaS retention metrics, executive presence, and the ability to operate as a revenue executive are essential. Experience in cybersecurity, risk management, or GRC software, as well as a background in building AI agents or LLM-based workflows for customer-facing teams, will be advantageous.