Zycus
Join to apply for the
Vice President of Customer Success
role at
Zycus .
The
Vice President of 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
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 journey
Key KPIs
Net Revenue Retention (NRR)
Gross Retention Rate (GRR)
Advocacy Performance
Net Promoter Score (NPS)
Cross-sell / Upsell Revenue
Core Competencies
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
Experience & Qualifications Required:
10+ years in B2B SaaS post-sales leadership (Customer Success, Account Management, or Expansion Sales)
Enterprise expansion sales experience
with a history of achieving or exceeding quota
Experience leading SaaS
renewals
and
advocacy
motions
Familiarity with forecasting frameworks and MEDDPICC or similar qualification methods
Strong data driven operational mindset and experience managing KPIs and forecasts
Ideal:
Built or scaled a CS or CAM function from early stage to maturity
Hands-on experience with Salesforce, Clari, ChurnZero (or Gainsight), and customer analytics tools to manage a performance culture based on measurable KPI performance
Nice-to-have:
Background in procurement or Source-to-Pay (S2P) domain
Experience working with both onshore and offshore team models
What We Offer
A highly visible, high-impact role directly shaping customer lifetime value
Executive-level responsibility for retention, expansion, and advocacy across the company’s most strategic customers
A seat at the leadership table with influence across Sales, Product, and Marketing strategy
Competitive compensation package including variable tied to measurable outcomes
The opportunity to build a world-class, outcome-driven Customer Success & Account Management organization
A collaborative, customer-centric, and innovative culture.
Seniority level
Executive
Employment type
Full-time
Job function
Customer Service and Information Technology
Industries
Software Development
#J-18808-Ljbffr
Vice President of Customer Success
role at
Zycus .
The
Vice President of 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
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 journey
Key KPIs
Net Revenue Retention (NRR)
Gross Retention Rate (GRR)
Advocacy Performance
Net Promoter Score (NPS)
Cross-sell / Upsell Revenue
Core Competencies
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
Experience & Qualifications Required:
10+ years in B2B SaaS post-sales leadership (Customer Success, Account Management, or Expansion Sales)
Enterprise expansion sales experience
with a history of achieving or exceeding quota
Experience leading SaaS
renewals
and
advocacy
motions
Familiarity with forecasting frameworks and MEDDPICC or similar qualification methods
Strong data driven operational mindset and experience managing KPIs and forecasts
Ideal:
Built or scaled a CS or CAM function from early stage to maturity
Hands-on experience with Salesforce, Clari, ChurnZero (or Gainsight), and customer analytics tools to manage a performance culture based on measurable KPI performance
Nice-to-have:
Background in procurement or Source-to-Pay (S2P) domain
Experience working with both onshore and offshore team models
What We Offer
A highly visible, high-impact role directly shaping customer lifetime value
Executive-level responsibility for retention, expansion, and advocacy across the company’s most strategic customers
A seat at the leadership table with influence across Sales, Product, and Marketing strategy
Competitive compensation package including variable tied to measurable outcomes
The opportunity to build a world-class, outcome-driven Customer Success & Account Management organization
A collaborative, customer-centric, and innovative culture.
Seniority level
Executive
Employment type
Full-time
Job function
Customer Service and Information Technology
Industries
Software Development
#J-18808-Ljbffr