Global VP, Customer Success & Revenue Growth

TRG; Westlake (OH); On-site; USD 180,000 - 260,000; Full time

Job summary

TRG is seeking a Vice President of Customer Success to lead the global customer journey from onboarding to renewal. The role partners with Sales, Product, Marketing, and Support to ensure measurable outcomes and maximize lifetime value.

The VP will own NRR/GRR, develop scalable processes, and coach a high-performing team to deliver a world-class customer experience across SMB, Mid-Market, Enterprise, and Strategic Accounts.

Qualifications

• Bachelor’s degree in business, Engineering, Information Technology, or related field.
• 15+ years of progressive leadership experience in Customer Success, Professional Services, SaaS, Technology Services, or Enterprise Solutions.
• 7+ years leading large Customer Success organizations.
• Demonstrated success improving retention and recurring revenue.
• Strong executive communication and presentation skills.
• Experience building customer success organizations from growth-stage through enterprise scale.

Responsibilities

• Develop and execute a global Customer Success strategy aligned with company growth objectives.
• Build scalable customer engagement models for SMB, Mid-Market, Enterprise, and Strategic Accounts.
• Establish customer health scoring, success plans, lifecycle management, and executive business reviews.
• Own Net Revenue Retention (NRR) and renewal/expansion strategies in partnership with Sales.
• Create onboarding and adoption experiences across the entire customer journey.
• Lead, manage and scale a high-performing Customer Success team.
• Foster cross-functional collaboration with Sales, Product, Marketing, Support, and Finance.

Education

Bachelor's Degree

MBA

Job description

TRG is seeking a Vice President of Customer Success to lead the global customer journey from onboarding to renewal. The role partners with Sales, Product, Marketing, and Support to ensure measurable outcomes and maximize lifetime value.

The VP will own NRR/GRR, develop scalable processes, and coach a high-performing team to deliver a world-class customer experience across SMB, Mid-Market, Enterprise, and Strategic Accounts.