Vice President of Customer Success Remote (anywhere in United States)

The Company is seeking a Vice President of Customer Success with a strong commercial and global enterprise focus. The successful candidate will be responsible for holding commercial ownership of GRR and NRR targets, championing the adoption of AI-driven CS agents and tools, and leading a team to ensure customer segmentation and success. This role requires a leader with a proven track record in enterprise B2B software/SaaS customer success, particularly in the Martech space, and experience in global enterprise scope, including the US and EMEA markets. The VP will also be tasked with enterprise engagement, global expansion, and the design of customer programs and advocacy initiatives. Applicants must have at least 8 years of experience in a similar leadership role, with a history of delivering high GRR and NRR outcomes. The role demands a leader with vertical expertise in enterprise sectors such as retail, AI/tech, travel, consumer services, and hospitality, as well as a deep understanding of large brand and matrixed deal experience. The ideal candidate will be adept at leading and coaching teams through AI and agentic transformation, and have a strong operational discipline with a command of customer success retention and expansion methodologies. Executive partnership, particularly with revenue operations, marketing, and sales, is essential, as is a focus on continuous improvement and the ability to drive cross-functional initiatives for customer success and revenue outcomes.

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