Director of Customer Success Strategy

Role Description The Senior Vice President of Customer Success is a full-time, remote role responsible for setting and executing the overall customer success strategy. This position leads and mentors customer success, account management, and customer experience teams to drive adoption, satisfaction, retention, and expansion across the customer base. Day-to-day responsibilities include defining success metrics, reviewing performance dashboards, collaborating with Sales and Product on customer needs, and ensuring consistent, proactive engagement with key accounts. The role focuses on developing scalable processes, overseeing executive-level customer relationships, resolving escalations, and shaping voice-of-customer programs. The Senior Vice President also partners with senior leadership to align customer success initiatives with company goals, revenue targets, and long-term growth plans.

Qualifications

Strong expertise in Customer Satisfaction and Customer Experience, with a track record of designing and improving customer journeys and service quality. Demonstrated ability in Customer Retention and Account Management, including managing strategic accounts and building long-term, value-driven relationships. Experience collaborating with Sales teams to support renewals, upsell and cross-sell opportunities, and overall revenue growth. Extensive leadership experience guiding large, distributed teams; ability to build high-performing, inclusive, and accountable cultures. Background in developing and executing customer success strategy, metrics, and processes at the executive level. Strong analytical skills, using data to inform decisions, identify risks, and drive continuous improvement in customer outcomes. Excellent communication, presentation, and stakeholder management skills, including experience engaging with C-level customers and internal executives. Bachelor’s degree in Business, Management, or a related field; advanced degree (MBA or equivalent) is beneficial. Experience in a high-growth or SaaS environment, with familiarity in remote team management and global customer operations, is a plus.