The Equus Group
Vice President of Customer Relations
The Equus Group, Naperville, Illinois, United States, 60564
This range is provided by The Equus Group. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Submit your CV and any additional required information after you have read this description by clicking on the application button. Base pay range $145,000.00/yr - $200,000.00/yr Direct message the job poster from The Equus Group This role is 5 days on site in Naperville * Position Summary Our client is seeking an experienced, strategic, and customer-centric
Vice President of Customer Success
to lead and scale their customer success organization. This role is responsible for driving customer satisfaction, retention, and operational excellence. The ideal candidate will be a dynamic leader with a passion for developing teams, optimizing processes, and championing the voice of the customer across the business. Key Responsibilities Lead and manage a high-performing team of in-house and outsourced customer support representatives. Foster a culture of accountability, continuous improvement, and strong morale through effective coaching, performance management, and team development. Operations Management: Own and drive key support metrics including ticket resolution times, Net Promoter Score (NPS), and Customer Satisfaction (CSAT) scores. Ensure consistent delivery of exceptional support experiences. Process Optimization: Evaluate and redesign support workflows to increase efficiency and effectiveness. Leverage CRM systems, helpdesk tools, and chat platforms to streamline operations and enhance service delivery. Cross-Functional Collaboration: Partner closely with Operations, Sales, Product, and other departments to ensure a seamless post-sale experience. Provide strategic input on how to evolve the customer journey and ensure alignment across teams. Customer Retention & Advocacy: Act as the voice of the customer within the organization. Identify and surface recurring customer pain points to relevant stakeholders, helping to inform product and operational decisions that improve retention and satisfaction. Qualifications 7-12+ years of experience in customer success, support, or client services, with at least 5 years in a senior leadership role. Proven ability to scale and lead geographically distributed or offshore support teams. Strong analytical mindset with a track record of using KPIs and data to drive performance. Hands-on experience with customer support platforms (e.g., Zendesk, Salesforce, Intercom) and CRM tools. Excellent communication and interpersonal skills with a collaborative, team-first mindset. Experience working in fast-paced, high-growth environments strongly preferred. The Equus Group is an Equal Opportunity Employer and takes pride in maintaining a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or any other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, marital or veteran status, disability, or any other legally protected status. Seniority level
Seniority levelDirector Employment type
Employment typeFull-time Job function
Job functionCustomer Service, Sales, and Strategy/Planning IndustriesHospitals and Health Care, Health and Human Services, and Public Health Referrals increase your chances of interviewing at The Equus Group by 2x Inferred from the description for this job Medical insurance Vision insurance Get notified when a new job is posted. Sign in to set job alerts for “Vice President of Customer Relations” roles. Rosemont, IL $185,000.00-$215,000.00 1 week ago Aurora, IL $150,000.00-$170,000.00 2 weeks ago Elk Grove Village, IL $150,000.00-$170,000.00 2 months ago Lockport, IL $205,000.00-$215,000.00 2 weeks ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
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Submit your CV and any additional required information after you have read this description by clicking on the application button. Base pay range $145,000.00/yr - $200,000.00/yr Direct message the job poster from The Equus Group This role is 5 days on site in Naperville * Position Summary Our client is seeking an experienced, strategic, and customer-centric
Vice President of Customer Success
to lead and scale their customer success organization. This role is responsible for driving customer satisfaction, retention, and operational excellence. The ideal candidate will be a dynamic leader with a passion for developing teams, optimizing processes, and championing the voice of the customer across the business. Key Responsibilities Lead and manage a high-performing team of in-house and outsourced customer support representatives. Foster a culture of accountability, continuous improvement, and strong morale through effective coaching, performance management, and team development. Operations Management: Own and drive key support metrics including ticket resolution times, Net Promoter Score (NPS), and Customer Satisfaction (CSAT) scores. Ensure consistent delivery of exceptional support experiences. Process Optimization: Evaluate and redesign support workflows to increase efficiency and effectiveness. Leverage CRM systems, helpdesk tools, and chat platforms to streamline operations and enhance service delivery. Cross-Functional Collaboration: Partner closely with Operations, Sales, Product, and other departments to ensure a seamless post-sale experience. Provide strategic input on how to evolve the customer journey and ensure alignment across teams. Customer Retention & Advocacy: Act as the voice of the customer within the organization. Identify and surface recurring customer pain points to relevant stakeholders, helping to inform product and operational decisions that improve retention and satisfaction. Qualifications 7-12+ years of experience in customer success, support, or client services, with at least 5 years in a senior leadership role. Proven ability to scale and lead geographically distributed or offshore support teams. Strong analytical mindset with a track record of using KPIs and data to drive performance. Hands-on experience with customer support platforms (e.g., Zendesk, Salesforce, Intercom) and CRM tools. Excellent communication and interpersonal skills with a collaborative, team-first mindset. Experience working in fast-paced, high-growth environments strongly preferred. The Equus Group is an Equal Opportunity Employer and takes pride in maintaining a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or any other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, marital or veteran status, disability, or any other legally protected status. Seniority level
Seniority levelDirector Employment type
Employment typeFull-time Job function
Job functionCustomer Service, Sales, and Strategy/Planning IndustriesHospitals and Health Care, Health and Human Services, and Public Health Referrals increase your chances of interviewing at The Equus Group by 2x Inferred from the description for this job Medical insurance Vision insurance Get notified when a new job is posted. Sign in to set job alerts for “Vice President of Customer Relations” roles. Rosemont, IL $185,000.00-$215,000.00 1 week ago Aurora, IL $150,000.00-$170,000.00 2 weeks ago Elk Grove Village, IL $150,000.00-$170,000.00 2 months ago Lockport, IL $205,000.00-$215,000.00 2 weeks ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
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