Vice President, Customer Success

Datarails is transforming how finance teams operate by bringing together data, automation, and AI into a unified platform for modern FP&A. We empower finance leaders to move faster, reduce risk, and make better decisions - without leaving the tools they already trust.

As we enter our next phase of growth, we are evolving Customer Success into a strategic function that not only supports retention and expansion, but also shapes how customers adopt AI and data-driven workflows across the finance organization.

We are looking for a Vice President of Customer Success to lead and elevate our global Customer Success organization. This leader will drive customer outcomes, retention, and expansion while helping define how finance teams adopt AI-enabled workflows within FP&A.

This role requires a strategic operator who understands technology and data at a business level - without needing to be deeply technical - and who is excited to help customers navigate the shift toward AI-powered finance.

You will partner closely with the Chief Customer Officer and cross-functional leaders across Product, Sales, Marketing and Operations to ensure customers are realizing measurable value and that Customer Success is a true growth engine for the business.

• Define and execute a global Customer Success strategy aligned to retention, expansion, and long-term customer value
• Build customer journey frameworks that drive adoption, engagement, and measurable business impact
• Elevate Customer Success from reactive support to proactive, insight-driven partnership

• Help shape how customers adopt AI-enabled workflows within finance and FP&A processes
• Partner with Product to translate AI capabilities into real customer value and use cases
• Guide Customer Success teams in positioning AI as a practical enabler—not a theoretical concept

• Lead, develop, and scale a high-performing global Customer Success organization
• Build a culture of accountability, curiosity, and continuous improvement
• Establish clear success metrics, operating rhythms, and performance visibility

• Partner closely with Sales and Revenue leadership to drive expansion, renewals, and customer health
• Identify and operationalize opportunities for upsell, cross-sell, and increased product adoption
• Ensure Customer Success is tightly aligned to revenue goals and business outcomes

• Act as the voice of the customer internally, influencing product direction and roadmap

• Build strong feedback loops between Customer Success, Product, and Engineering

• Leverage customer data and insights to inform strategic decisions

• 6+ years of experience in Customer Success, Account Management, or related functions, with at least 2+ years in senior leadership roles
• Proven success leading Customer Success in a SaaS, fintech, or data-driven environment
• Strong understanding of customer lifecycle management, retention strategy, and expansion models
• Comfortable working with data, analytics, and technology concepts without needing to be deeply technical
• Demonstrated ability to lead through change and scale teams in high-growth environments
• Experience partnering cross-functionally with Product, Sales, and executive leadership
• Strong executive presence with the ability to influence both internally and externally

• Experience in FP&A, finance tools, or working closely with finance stakeholders (CFOs, FP&A leaders)
• Familiarity with AI-enabled products or experience driving adoption of new technology paradigms
• Background in venture-backed or high-growth SaaS environments