Manage and develop a team of Customer Success Account Managers (CSAMs)
Execute renewal and retention motions primarily for smaller renewals
Establish the processes, tools, cadence, and performance discipline
Implement segmentation and coverage models across customer types
Design and deploy a renewal operating cadence including forecasting standards
Own and operationalize the renewal mechanics for subscription terms
Build a customer success and renewal model across multiple relationships
Lead, coach, and scale a team with a high-performance culture and clear accountability
Drive operational alignment across Finance, Customer Operations, IT, and Sales Leadership.

10+ years of leadership experience in Customer Success, Renewals, Inside Sales, or Revenue Operations within B2B technology
Demonstrated success operating and scaling renewal motions for subscription-based offerings, including multi-year terms and co-termination
Strong experience in 2-tier channel models, including distribution, resellers, and MSPs
Proven ability to build and lead teams of CSAMs or inside renewal/account management teams with measurable performance outcomes
Strong cross-functional operator with experience working closely with Finance, Customer Ops, IT, Sales Ops, and Sales Leadership
Highly analytical and process-driven; comfortable building operating cadences, dashboards, KPIs, and accountability structures.

Vice President, Customer Success, Renewal Operations

Key skills