Americas VP of Customer Success - Scale & Retention

UpGuard; Dallas (TX); Remote; USD 220,000 - 240,000; Full time

Benefits offered by this job

Monthly Lifestyle subsidy

WFH set-up allowance

Learning & Development allowance

Annual leave

Parental leave

Fully remote working environment

Top-spec hardware

Generative AI subsidy

Job summary

UpGuard is seeking a globally oriented Vice President of Customer Success to own the AMER customer base end-to-end and to build a scalable operating model for rapid ARR growth. You will lead two CSM Managers, a Digital CS Manager, and 15 CS professionals across levels, partnering with the AMER Account Management leader.

You will design a maturity framework, implement AI-driven signals, and drive retention, expansion, and executive business reviews with strategic accounts.

Qualifications

• 12+ years in customer success, account management or post-sale leadership in B2B SaaS.
• Experience scaling CS orgs during growth.
• Hands-on experience designing customer maturity frameworks.
• Experience building value-based EBR/QBR programs for executives.
• Systematized customer signals into next actions using AI/automation.
• Experience with CS platforms such as ChurnZero or Gainsight, plus HubSpot or Salesforce.
• Experience running high-touch and digital CS motions together.
• Ownership of GRR and NRR for $25M+ ARR.
• Strong SaaS retention metrics and renewal forecasting skills.
• Executive presence with customers and internal leadership.

Responsibilities

• Lead and scale the AMER Customer Success organization and supervise multiple CS Managers.
• Build and embed a customer maturity framework across adoption, health scoring and expansions.
• Establish value-based executive business reviews with senior executives.
• Turn customer signals into prioritized actions using AI; drive CS plays and insights.
• Own retention targets and drive expansion, coordinating with Account Management.

Skills

Customer Success leadership

SaaS expertise

Executive presence

Data-driven retention

Education

Bachelor's degree in related field

Tools

ChurnZero

Gainsight

HubSpot

Salesforce

Job description

UpGuard is seeking a globally oriented Vice President of Customer Success to own the AMER customer base end-to-end and to build a scalable operating model for rapid ARR growth. You will lead two CSM Managers, a Digital CS Manager, and 15 CS professionals across levels, partnering with the AMER Account Management leader.

You will design a maturity framework, implement AI-driven signals, and drive retention, expansion, and executive business reviews with strategic accounts.