MS Shift, Inc.
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. Key Responsibilities Leadership & Strategy 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. Customer Experience & Advocacy 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. ️
Operational Excellence 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) % Logo churn % ARR from expansions/upsells Customer Health Scores Time-to-Value / Onboarding Completion Rates NPS / CSAT scores 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.
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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. Key Responsibilities Leadership & Strategy 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. Customer Experience & Advocacy 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. ️
Operational Excellence 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) % Logo churn % ARR from expansions/upsells Customer Health Scores Time-to-Value / Onboarding Completion Rates NPS / CSAT scores 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.
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