VP of Customer Success

Required

• Proven experience leading Customer Success through rapid scale (approximately $75M-$200M+ ARR) including organizational redesign, systems evolution, customer segmentation, and operating model transformation.
• Experience managing a large recurring revenue base through customer lifecycle economics including CAC recovery, expansion efficiency, retention, and customer lifetime value optimization.
• Industry Knowledge: Experience in SaaS, HaaS, IoT, predictive maintenance, manufacturing, or similar B2B sectors strongly preferred. Minimum 3+ years in one of these sectors. Deep understanding of customer lifecycle, SaaS metrics, and renewal/expansion economics.
• Leadership: Proven ability to build, scale, and lead high-performing organizations at scale. Strong track record of recruiting talent, developing leaders, and creating accountability. Must have managed 60+ direct and indirect reports across multiple management layers, with demonstrated success elevating team performance.
• Strategic Execution: Ability to develop and execute strategies that drive measurable improvements in retention, NRR, NPS, and expansion revenue.
• Global Experience: Demonstrated experience leading geographically distributed teams. Minimum 2+ years managing remote teams. International experience in Mexico, EU/UK highly valued.
• Technical and AI Fluency: Comfort with technology, data analytics, and AI/machine learning applications. Ability to quickly learn and champion technologies that enhance customer outcomes.
• Customer-Centric: Committed to customer success and advocacy. Proven ability to balance customer needs with business objectives using data-informed decisions.
• Desired Skills and Attributes
• Executive Presence: Communicates with clarity and conviction to all stakeholder levels including C-suite. Inspires teams and drives organizational alignment around customer-centric vision.
• Data-Driven: Proficient in analyzing metrics, extracting insights, and translating data into actionable business decisions. Comfortable with dashboards and analytics platforms.
• Change Agent: Thrives in dynamic environments. Comfortable with ambiguity. Leads organizational change and actively innovates to improve processes and outcomes.