Uniphore
Job Description
Uniphore is one of the largest B2B AI-native companies—decades-proven, built-for-scale and designed for the enterprise. The company drives business outcomes across multiple industry verticals and enables the largest global deployments. Uniphore infuses AI into every part of the enterprise that impacts the customer, delivering a multimodal architecture centered on the customer that combines Generative AI, Knowledge AI, Emotion AI, workflow automation and a co-pilot to guide you. As AI becomes more powerful, every part of the enterprise that impacts the customer is disrupted. We believe the future will run on the connective tissue between people, machines and data: all in the service of creating the most human processes and experiences for customers and employees.
VP, Customer Success About The Role We’re looking for an experienced Vice President, Customer Success to lead the global post‑sales customer journey and build a high‑performing CX organization focused on driving customer value, retention, expansion, and advocacy. In this fast‑paced, dynamic role you’ll be at the heart of ensuring customers realize the full impact of Uniphore’s product suite. You’ll own the entire lifecycle—from onboarding and enablement through adoption, expansion, and renewal—while working closely with Sales, Delivery, Product, Engineering, Marketing and senior leadership to integrate customer insights into the roadmap and go‑to‑market strategy and deliver against ambitious growth and retention goals.
What You’ll Be Doing
Own the end‑to‑end post‑sales customer journey—including onboarding, enablement, adoption, renewal, expansion and advocacy—setting the strategy and operating model that deliver measurable customer outcomes and long‑term retention.
Build, lead, and scale a high‑performing global Customer Success organization (CSMs, Support, Onboarding, Enablement), establishing clear roles, processes and operating rhythms that drive consistency and impact.
Define and execute a data‑driven Customer Success roadmap—developing playbooks, health models and success plans; instituting KPIs and dashboards; and using insights to proactively reduce risk and unlock expansion.
Serve as executive sponsor for strategic accounts—cultivating C‑suite relationships, guiding executive business reviews and resolving escalations to protect and grow enterprise partnerships.
Partner cross‑functionally with Sales, Delivery/Services, Product, Engineering and Marketing to ensure seamless handoffs, accelerate time‑to‑value and channel the voice of the customer into product and go‑to‑market decisions.
Implement and optimize Customer Success tools and systems to capture product usage, value realization and customer feedback—connecting outcomes to contractual commitments and informing forecasting.
Recruit, mentor and develop CS leaders and ICs—building a culture of accountability, customer empathy and continuous improvement through coaching, enablement and performance management.
Track, analyze and report on retention, expansion and advocacy metrics—owning forecasts for gross and net revenue retention, identifying trends and opportunities and communicating progress and recommendations to senior leadership.
What We’re Looking For
10+ years of experience in Customer Success, Account Management or related roles, including 5+ years in senior leadership building and scaling a global CS organization (CSMs, Support, Onboarding, Enablement).
Proven success leading Customer Success in B2B SaaS or AI‑driven technology, driving enterprise retention, expansion and advocacy across complex, data‑centric products.
Exceptional leadership, communication and executive presence; comfortable engaging at the C‑suite and influencing senior stakeholders.
Data‑driven operator who defines and manages KPIs, customer health scores and voice‑of‑customer programs to improve adoption, renewals and expansion outcomes.
Demonstrated ability to build CS infrastructure from the ground up—processes, playbooks and tooling—and to coach and develop high‑performing teams.
A growth mindset and true flexibility; thrives in a fast‑moving, high‑growth environment while fostering accountability, customer empathy and continuous improvement.
Deep cross‑functional collaboration experience with Sales, Delivery/Professional Services, Product, Engineering and Marketing; familiarity with AI/ML (including generative/agentic AI), data governance and model lifecycle management—experience with contact centre and marketing functions is a plus.
What We Offer
Executive scope and autonomy—lead the entire post‑sales customer journey, owning strategy, org design and outcomes across onboarding, adoption, expansion and renewal.
High‑growth, innovative environment—operate in a fast‑moving setting where you’ll shape how customers realize value from complex, data‑centric products.
Cross‑functional influence—partner closely with Sales, Delivery, Product, Engineering and Marketing to translate customer insights into roadmap and go‑to‑market action.
Build and scale—design and implement the processes, playbooks, KPIs and tooling that underpin a global, data‑driven Customer Success organization.
Team leadership—recruit, mentor and develop high‑performing CS leaders and ICs while fostering a culture of accountability, empathy and continuous improvement.
Executive visibility and impact—collaborate with the executive team, sponsor strategic accounts and elevate customer advocacy through references and case studies.
Hiring Range $212,000 - $291,500 — Primary Location: USA – CA – Palo Alto In addition to competitive base pay, the position includes an annual incentive opportunity based on target achievement, pre‑IPO stock options and benefits including medical, dental, vision, 401(k) with a match and generous paid time off.
Location Preference USA – CA – Palo Alto, USA – NY – New York
EEO Statement Uniphore is an equal‑opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status and other protected characteristics.
Job Details
Seniority level: Executive
Employment type: Full‑time
Job function: Management and Manufacturing
Industries: Technology, Information and Internet
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VP, Customer Success About The Role We’re looking for an experienced Vice President, Customer Success to lead the global post‑sales customer journey and build a high‑performing CX organization focused on driving customer value, retention, expansion, and advocacy. In this fast‑paced, dynamic role you’ll be at the heart of ensuring customers realize the full impact of Uniphore’s product suite. You’ll own the entire lifecycle—from onboarding and enablement through adoption, expansion, and renewal—while working closely with Sales, Delivery, Product, Engineering, Marketing and senior leadership to integrate customer insights into the roadmap and go‑to‑market strategy and deliver against ambitious growth and retention goals.
What You’ll Be Doing
Own the end‑to‑end post‑sales customer journey—including onboarding, enablement, adoption, renewal, expansion and advocacy—setting the strategy and operating model that deliver measurable customer outcomes and long‑term retention.
Build, lead, and scale a high‑performing global Customer Success organization (CSMs, Support, Onboarding, Enablement), establishing clear roles, processes and operating rhythms that drive consistency and impact.
Define and execute a data‑driven Customer Success roadmap—developing playbooks, health models and success plans; instituting KPIs and dashboards; and using insights to proactively reduce risk and unlock expansion.
Serve as executive sponsor for strategic accounts—cultivating C‑suite relationships, guiding executive business reviews and resolving escalations to protect and grow enterprise partnerships.
Partner cross‑functionally with Sales, Delivery/Services, Product, Engineering and Marketing to ensure seamless handoffs, accelerate time‑to‑value and channel the voice of the customer into product and go‑to‑market decisions.
Implement and optimize Customer Success tools and systems to capture product usage, value realization and customer feedback—connecting outcomes to contractual commitments and informing forecasting.
Recruit, mentor and develop CS leaders and ICs—building a culture of accountability, customer empathy and continuous improvement through coaching, enablement and performance management.
Track, analyze and report on retention, expansion and advocacy metrics—owning forecasts for gross and net revenue retention, identifying trends and opportunities and communicating progress and recommendations to senior leadership.
What We’re Looking For
10+ years of experience in Customer Success, Account Management or related roles, including 5+ years in senior leadership building and scaling a global CS organization (CSMs, Support, Onboarding, Enablement).
Proven success leading Customer Success in B2B SaaS or AI‑driven technology, driving enterprise retention, expansion and advocacy across complex, data‑centric products.
Exceptional leadership, communication and executive presence; comfortable engaging at the C‑suite and influencing senior stakeholders.
Data‑driven operator who defines and manages KPIs, customer health scores and voice‑of‑customer programs to improve adoption, renewals and expansion outcomes.
Demonstrated ability to build CS infrastructure from the ground up—processes, playbooks and tooling—and to coach and develop high‑performing teams.
A growth mindset and true flexibility; thrives in a fast‑moving, high‑growth environment while fostering accountability, customer empathy and continuous improvement.
Deep cross‑functional collaboration experience with Sales, Delivery/Professional Services, Product, Engineering and Marketing; familiarity with AI/ML (including generative/agentic AI), data governance and model lifecycle management—experience with contact centre and marketing functions is a plus.
What We Offer
Executive scope and autonomy—lead the entire post‑sales customer journey, owning strategy, org design and outcomes across onboarding, adoption, expansion and renewal.
High‑growth, innovative environment—operate in a fast‑moving setting where you’ll shape how customers realize value from complex, data‑centric products.
Cross‑functional influence—partner closely with Sales, Delivery, Product, Engineering and Marketing to translate customer insights into roadmap and go‑to‑market action.
Build and scale—design and implement the processes, playbooks, KPIs and tooling that underpin a global, data‑driven Customer Success organization.
Team leadership—recruit, mentor and develop high‑performing CS leaders and ICs while fostering a culture of accountability, empathy and continuous improvement.
Executive visibility and impact—collaborate with the executive team, sponsor strategic accounts and elevate customer advocacy through references and case studies.
Hiring Range $212,000 - $291,500 — Primary Location: USA – CA – Palo Alto In addition to competitive base pay, the position includes an annual incentive opportunity based on target achievement, pre‑IPO stock options and benefits including medical, dental, vision, 401(k) with a match and generous paid time off.
Location Preference USA – CA – Palo Alto, USA – NY – New York
EEO Statement Uniphore is an equal‑opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status and other protected characteristics.
Job Details
Seniority level: Executive
Employment type: Full‑time
Job function: Management and Manufacturing
Industries: Technology, Information and Internet
#J-18808-Ljbffr