Vice President - Account Management and Customer Success

The Vice President of Account Management and Customer Success is a senior leadership position responsible for driving customer retention, expansion, and advocacy throughout our North American customer base. This individual oversees both the Customer Success Management (CSM) and Customer Account Management (CAM) teams, ensuring that every customer realizes tangible value from Zycus solutions, renews successfully, and increases their engagement over time.The VP is directly accountable for three pivotal drivers of post-sale growth: managing the renewal performance, owning the expansion performance against a quota, and leading the customer advocacy program. With deep expertise in enterprise SaaS, this leader strikes a balance between commercial acumen and a strong, customer-centric approach - championing satisfaction, loyalty, and long-term partnership.Objectives (what you'll accomplish): Own the weekly renewal and expansion sales forecast process, ensuring CRM hygiene, forecast accuracy, pipeline growth, and deal inspection/qualification rigor. Deliver on GRR, NRR, NPS, and Advocacy targets for the North America customer base Own and scale the Advocacy program: Manage a customer 360 initiative that will identify, engage, and amplify Promoters through testimonials, references, speaking events, and case studies Drive customer engagement through repeatable Success Plans, with tracked value KPIs, executive alignment, and EBR touch points. Lead the CSM team in building trusted relationships, driving product adoption, and identifying whitespace opportunities (CSQLs) Leverage data and customer health scoring to proactively manage risk and opportunity Drive account segmentation strategies, incorporating AI and Tech Touch techniques to optimize for efficiency Collaborate with Sales, Product, Marketing, and Services to drive product improvement and efficiency Partner closely with Implementation and Support teams to ensure seamless post-sale handoffs and accountability for customer outcomes throughout the customer journeyKey KPI's Net Revenue Retention (NRR) Gross Retention Rate (GRR) Advocacy Performance Net Promoter Score (NPS) Customer Health Scores Cross-sell / Upsell RevenueCore Competencies (what you need to know, or potentially quickly learn): Retention Strategy: Skilled at owning, assessing risk, and improving GRR performance Enterprise Expansion Sales: Proven success selling into large enterprise accounts with complex buying centers Pipeline & Forecast Mastery: Deep understanding of pipeline generation, MEDDPICC qualification, forecasting processes, and deal execution Customer Advocacy: Ability to design and scale programs that develop and leverage customer promoters Team Leadership: Experience managing and growing both Success and Sales functions with a strong coaching culture Value Realization: Comfortable driving value discussions with senior stakeholders and aligning outcomes to business KPIs Customer Health Insight: Able to implement and act on health scoring models to drive retention and growth actions Cross-functional Collaboration and Executive Influence: Able to advocate for the customer internally, shaping roadmap, messaging, and operational priorities