Senior Vice President of Customer Success

Senior Vice President of Customer Success About the Company Join a fast-growing B2B SaaS company at the forefront of the Information Technology and Services industry. About the Role We are seeking a dynamic Senior Vice President of Customer Success to lead our innovative Customer Experience organization. In this pivotal role, you will be the driving force behind key performance metrics such as Net Revenue Retention, churn reduction, Customer Satisfaction, and Net Promoter Score. You'll design and implement scalable processes for onboarding, renewals, and customer expansion while fostering cross-functional collaboration for an exceptional customer journey. The ideal candidate will have a demonstrated history of enhancing retention and expansion strategies in the B2B SaaS landscape, with at least 12 years of experience in customer-facing roles, including 5 years in executive leadership. We are looking for a leader with executive presence and outstanding communication skills who can advocate for customer success through measurable outcomes. Proficiency in customer lifecycle management, onboarding frameworks, and renewal processes is required, alongside experience with SaaS tools such as Salesforce, Gainsight, HubSpot, Intercom, or Zendesk. As our new Senior Vice President of Customer Success, you will be critical in shaping our growth trajectory, developing playbooks, reporting systems, and leadership structures to enable streamlined business scaling. Hiring Manager Title CEO Travel Percent Less than 10% Functions Operations