Associate Vice President, Customer Success – Tier 1, National Accounts

Role Overview

• Define and execute Customer Success strategy for Tier 1 and National accounts
• Drive measurable customer business outcomes including subscriber growth, retention, ARPU expansion, CSAT, and operational efficiency
• Accelerate adoption and operationalization of Calix One platform capabilities
• Serve as a trusted strategic advisor to C-suite and executive customer stakeholders
• Partner with sales leadership on strategic account planning, white space analysis, and expansion opportunities.
• Lead quarterly business reviews with executive sponsors, demonstrating business value and ROI.
• Partner with Sales to drive expansion, renewal strength, and long-term value realization
• Translate customer business priorities into scalable Success plays and engagement models
• Expand adoption of subscription and platform across strategic accounts
• Build and scale segment-specific Success motions tailored to Tier 1 complexity and operating models.
• Attract, develop, and retain high-performing global teams
• Build future-ready talent through career pathing, skills development, and leadership coaching
• Foster a culture of accountability, customer obsession, innovation, and measurable impact
• Operate with agility and decisiveness, even in ambiguous or rapidly changing environments.
• Build trust and credibility by consistently operating in alignment with Calix core values.
• Cultivate trusted relationships with senior customer executives and aligning success delivery to their strategic KPIs.
• Advocate for the voice of the customer at the Calix leadership level, influencing product, strategy, and operations
• Shape go-to-market strategy for strategic accounts and national programs
• Represent Calix at industry events, executive briefings, and thought leadership forums.

Requirements

• 10+ years of leadership experience in Customer Success or enterprise software/platform roles.
• 8+ years of industry experience with deep knowledge of Tier 1 communication providers and their unique challenges.
• Preferred experience in international markets, ideally with direct operational or strategic involvement.
• Demonstrated ability to influence and collaborate across diverse internal and external stakeholder groups.
• Exceptional communication skills—written, verbal, and public speaking—with a talent for storytelling.
• Strong influencing and negotiation capabilities at the executive level.
• Known for a bias toward action, resilience, and adaptability in dynamic environments.
• Comfortable in driving immediacy to outcomes with incomplete information.
• Track record of scaling high-performing teams that deliver measurable results.
• Experience leveraging AI tools to drive innovation, productivity, and problem-solving.
• Willingness to travel up to 40% domestically.

Benefits

• More information about the pay range specific to candidate location and other factors will be shared during the recruitment process.
• As a part of the total compensation package, this role may be eligible for a bonus.