MS Shift, Inc.
Overview
We are seeking an experienced and results-driven
Vice President of Customer Success & Growth
to lead our Customer Success organization while driving expansion revenue within our existing customer base. This role will oversee a team of Customer Success Managers (CSMs) and Account Growth specialists, ensuring customers achieve their desired outcomes, renew successfully, and expand their footprint within our SaaS platform. You will be responsible for customer health, retention, net revenue retention (NRR), and growth metrics — aligning directly with sales, marketing, and product teams to deliver a world-class customer experience and maximize ARR growth from existing customers. Note:
The content includes compensation details and stated leadership responsibilities for context. Key Responsibilities
Build, scale, and lead the Customer Success & Growth team to achieve retention and expansion goals. Develop and execute a customer lifecycle strategy focused on adoption, value realization, and upsell/cross-sell opportunities. Establish frameworks for customer segmentation, engagement models, and success planning. Revenue & Growth
Own renewal and expansion ARR targets across the existing customer portfolio. Partner with Sales on commercial negotiations, pricing strategy, and contract renewals. Implement scalable playbooks for identifying and closing upsell/cross-sell opportunities within the customer base. Drive customer satisfaction, NPS, and referenceability by fostering strong executive-level relationships. Serve as an executive sponsor for strategic accounts and escalate issues as needed. Collect and relay customer feedback to Product, Engineering, and Marketing to inform roadmap and positioning. Define, track, and report on key KPIs: NRR, churn, product adoption rates, time-to-value, and health scores. Implement best-in-class CS tooling and automation (Salesforce, Gainsight, ChurnZero, etc.) to scale operations. Develop training and enablement programs to improve team effectiveness and customer outcomes. Qualifications
10+ years of experience in Customer Success, Account Management, or related functions in a SaaS/Tech company. 5+ years in a senior leadership role managing CSM or CS/Growth teams. Proven track record driving retention and expansion revenue within an existing customer base (NRR > 110%). Strong commercial acumen and experience in contract negotiations, pricing, and ARR forecasting. Excellent executive presence, communication, and relationship-building skills. Familiarity with CS and CRM Salesforce platform. Data-driven mindset and ability to use analytics to guide decisions and prioritize efforts. Bachelor’s degree in Business, Marketing, or related field (MBA preferred). Key Performance Indicators (KPIs)
Net Revenue Retention (NRR) % Gross Revenue Retention (GRR) % ARR from expansions/upsells Time-to-Value / Onboarding Completion Rates Company & EEO
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Job Details
Seniority level
Executive Employment type
Full-time Job function
Business Development and Sales Industries
Software Development and Hospitality
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We are seeking an experienced and results-driven
Vice President of Customer Success & Growth
to lead our Customer Success organization while driving expansion revenue within our existing customer base. This role will oversee a team of Customer Success Managers (CSMs) and Account Growth specialists, ensuring customers achieve their desired outcomes, renew successfully, and expand their footprint within our SaaS platform. You will be responsible for customer health, retention, net revenue retention (NRR), and growth metrics — aligning directly with sales, marketing, and product teams to deliver a world-class customer experience and maximize ARR growth from existing customers. Note:
The content includes compensation details and stated leadership responsibilities for context. Key Responsibilities
Build, scale, and lead the Customer Success & Growth team to achieve retention and expansion goals. Develop and execute a customer lifecycle strategy focused on adoption, value realization, and upsell/cross-sell opportunities. Establish frameworks for customer segmentation, engagement models, and success planning. Revenue & Growth
Own renewal and expansion ARR targets across the existing customer portfolio. Partner with Sales on commercial negotiations, pricing strategy, and contract renewals. Implement scalable playbooks for identifying and closing upsell/cross-sell opportunities within the customer base. Drive customer satisfaction, NPS, and referenceability by fostering strong executive-level relationships. Serve as an executive sponsor for strategic accounts and escalate issues as needed. Collect and relay customer feedback to Product, Engineering, and Marketing to inform roadmap and positioning. Define, track, and report on key KPIs: NRR, churn, product adoption rates, time-to-value, and health scores. Implement best-in-class CS tooling and automation (Salesforce, Gainsight, ChurnZero, etc.) to scale operations. Develop training and enablement programs to improve team effectiveness and customer outcomes. Qualifications
10+ years of experience in Customer Success, Account Management, or related functions in a SaaS/Tech company. 5+ years in a senior leadership role managing CSM or CS/Growth teams. Proven track record driving retention and expansion revenue within an existing customer base (NRR > 110%). Strong commercial acumen and experience in contract negotiations, pricing, and ARR forecasting. Excellent executive presence, communication, and relationship-building skills. Familiarity with CS and CRM Salesforce platform. Data-driven mindset and ability to use analytics to guide decisions and prioritize efforts. Bachelor’s degree in Business, Marketing, or related field (MBA preferred). Key Performance Indicators (KPIs)
Net Revenue Retention (NRR) % Gross Revenue Retention (GRR) % ARR from expansions/upsells Time-to-Value / Onboarding Completion Rates Company & EEO
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Job Details
Seniority level
Executive Employment type
Full-time Job function
Business Development and Sales Industries
Software Development and Hospitality
#J-18808-Ljbffr