Vice President, Customer Success

We’re looking for a Vice President of Customer Success to lead our Customer Success Manager (CSM) and Technical Account Manager (TAM) teams across Growth, Enterprise, and Strategic customer segments in the Americas and EMEA.

This is a high-impact leadership role driving customer outcomes, adoption, renewals, and expansion opportunities while representing the voice of the customer across the organization. You’ll partner closely with Product, Engineering, Sales, Renewals, Services, and Support teams to ensure every customer gets maximum value from our platform.

If you’re passionate about customer advocacy, building world-class teams, and driving revenue growth, this is your opportunity to make a measurable impact.

• Build strong relationships with CSM and TAM leaders in Americas and EMEA; assess team structure, talent, and coverage models.
• Conduct a baseline review of customer health, renewal rates, churn, NRR, and upsell/cross-sell metrics; identify key risks in the current portfolio.
• Review and refine Customer Success Planning Workshop framework to ensure consistent execution across segments.
• Establish operational OKRs for the CS team aligned to company objectives; input them into Lattice for tracking.
• Meet with top 10–15 strategic customer executives to introduce yourself, establish credibility, and understand their goals and challenges.
• Partner with Sales, Product, and Renewals leadership to define account ownership, handoff processes, and alignment on renewal forecasting.

• Deliver measurable improvements in customer health scores across Growth, Enterprise, and Strategic accounts through structured success planning and proactive risk management.
• Implement refined CS programs tailored by customer journey stage and segmentation; track adoption and satisfaction trends.
• Reduce escalations by introducing “get well” playbooks and driving urgency in resolution processes.
• Achieve measurable progress in renewal forecast accuracy and reduce churn in at-risk segments.
• Demonstrate impact on NRR through early-stage expansion opportunities in at least 15–20% of Enterprise/Strategic accounts.
• Strengthen team capabilities: new hires onboarded successfully, career development plans implemented, and training on emerging product features rolled out.

• Deliver year-over-year improvement in renewal rates, NRR, and churn reduction aligned to board-level goals.
• Establish Varicent as a trusted partner with key customers: grow referenceable accounts and expand executive-level advocacy.
• Operationalize a repeatable CS operating model across regions, ensuring consistent processes for onboarding, adoption, renewals, and expansion.
• Embed customer feedback loops into Product, Engineering, and Services to influence roadmap and enhance customer outcomes.
• Mature internal reporting on customer health, churn, and upsell; leverage insights for predictive risk management and executive decision-making.
• Develop a succession pipeline of next-generation CS leaders, demonstrating strong leadership bench strength.
• Influence company-wide adoption of customer-first culture, with CS metrics integrated into executive dashboards and company-wide decision-making.

WHAT YOU WILL BRING:

• 12+ years' experience in Go-To-Market leadership positions within technology or Saas organizations, with at least 5 years in Customer Success
• 5-7 years of experience managing managers, directors, and senior leaders
• Proven experience leading teams who drive growth within existing accounts through new and expansion sales, exceptional retention rates and customer engagement and advocacy
• Proven ability to develop strategies, translate them into initiatives and track successful delivery
• Ability to communicate effectively across internal departments and external stakeholders
• Results focused with ability to drive both activity and outcome metrics
• Proven record of accomplishment working closely with Product, Services and Support teams
• Strong empathy for customers AND passion for revenue and growth
• Enthusiastic and creative leader with the ability to inspire others
• Strong executive presence and business communication skills (multilingual is a plus)
• Relevant Bachelor’s degree