Own gross revenue retention of 95% or higher and drive ARR growth through renewals and expansion
Lead, coach, and develop a high-performing team of Customer Success leaders and Managers
Establish clear performance standards, accountability, and operating cadence across the organization
Translate segment strategy into actionable account plans in partnership with Strategy and Segment leadership
Drive disciplined execution across complex enterprise accounts, ensuring measurable client outcomes
Build scalable frameworks and playbooks to support new and evolving customer segments
Identify risks early and partner cross-functionally to mitigate churn and protect revenue
Architect and optimize lifecycle processes across onboarding, adoption, renewals, and expansion
Define, track, and operationalize client health metrics to drive proactive decision-making
Ensure consistent and rigorous use of Salesforce and related systems for visibility and scale
Partner with Sales, Marketing, Implementation, Strategy, Government Relations, and Enablement to align on customer strategy and execution
Support enablement initiatives to strengthen account management, operational rigor, and risk mitigation

12+ years of experience leading Customer Success, Account Management, or Sales organizations with ownership of $100M+ ARR and 95% or higher retention
Proven leadership experience managing leaders and building high-performing, accountable teams at scale
Experience managing enterprise clients with $1M or higher ARR and navigating complex stakeholder environments
Strong executive presence with the ability to influence cross-functional stakeholders and drive alignment
Demonstrated ability to build scalable processes, frameworks, and operating systems in high-growth environments
Experience working in or scaling teams within a high-growth or startup environment
Willingness to travel approximately 30%

Vice President, Customer Success

Key skills