Vice President, Customer Success

Role Overview

• Define and execute the global Customer Success strategy aligned with corporate growth and retention objectives.
• Partner cross-functionally with Sales, Product, Engineering, and Operations to ensure customer feedback drives roadmap and quality improvements.
• Establish a scalable Customer Success operating model that supports enterprise, mid-market, and SMB customers.
• Lead Customer Success Managers to proactively manage relationships, adoption, and Net Revenue Retention (NRR).
• Develop frameworks for onboarding, adoption, health scoring, renewal, and expansion.
• Champion customer advocacy programs, referenceability, and voice-of-the-customer initiatives.
• Oversee TAMs providing proactive technical guidance, performance optimization, and architecture support.
• Drive service-level excellence across compute, storage, networking, and GPU-based infrastructure environments.
• Ensure tight alignment between TAMs, engineering, and support to accelerate resolution of complex issues.
• Lead the end-to-end delivery of infrastructure in alignment with customer contracts, SLAs, and statements of work (SOWs).
• Ensure all service commitments — including performance, uptime, response, and delivery milestones — are consistently met or exceeded.
• Partner closely with data center operations, engineering, and program management to ensure operational readiness and accountability for each customer engagement.
• Establish governance frameworks for contract compliance, change management, and escalation to ensure transparency and customer trust.
• Drive a culture of proactive delivery excellence, balancing efficiency, scalability, and adherence to contractual obligations.
• Define key metrics: NRR, logo retention, customer health, time-to-value, and SLA adherence.
• Build scalable systems and automation for renewals forecasting, success planning, and engagement tracking.
• Mentor directors and senior managers, fostering a performance-driven, customer-centric culture.

Requirements

• 10+ years of experience in Customer Success, Service Delivery, or Technical Account Management, including 5+ years in a senior leadership role within an IaaS, PaaS, or Cloud Services company.
• Proven track record of managing large customer portfolios and enterprise relationships.
• Deep understanding of infrastructure architecture, SLAs, data center operations, cloud orchestration, and usage-based billing models.
• Strong executive presence and ability to influence C-level stakeholders.
• Experience implementing customer lifecycle technology (Salesforce, Gainsight, Totango, etc.).
• Exceptional analytical, communication, and leadership skills.

Tech Stack

• Cloud

Benefits

• 100% company-paid insurance premiums for employee medical, dental and vision plans.
• 401(k) plan that matches 100% up to 4%, with immediate vesting
• Professional Development Reimbursement of $2,500 each year
• 11 Holidays + Paid Time Off Accrual + Rollover Plan
• Commitment matters to Vultr! Increased PTO at 3 year and 10 year anniversary + 1 month paid sabbatical every 5 years + Anniversary Bonus each year
• $500 stipend for remote office setup in first year + $400 each following year
• Internet reimbursement up to $75 per month
• Gym membership reimbursement up to $50 per month
• Company paid Wellable subscription