Group Vice President of Customer Success

Connectbase; Westborough (MA); On-site; USD 180,000 - 250,000; Full time

Job summary

Connectbase is seeking a Group Vice President of Customer Success to translate customer investment into measurable business results and durable growth. You will lead Customer Success across the portfolio and collaborate with Service Delivery, Customer Operations, Support, Product, Engineering, Sales, Finance and Revenue Operations to drive adoption and value realization.

The role demands strategic leadership, building leaders, and hands-on accountability for retention, renewal readiness and

Qualifications

• Typically 12+ years in Customer Success or related enterprise software roles, including at least five years leading teams.
• A measurable record of improving gross and net revenue retention, reducing churn and contraction, and growing enterprise relationships.
• Experience building or transforming Customer Success in B2B SaaS, with complex workflows, integrations and multiple stakeholders.
• Strong commercial and financial judgment, including renewal planning, expansion qualification, forecasting and resource allocation.
• Ability to translate technical capabilities, data quality and API adoption into business outcomes.
• Evidence of leading change across Sales, Delivery, Product and Operations, including cross‑functional influence.
• Strong executive communication, analytical discipline and coaching skills.

Responsibilities

• Define customer success plans with an executive sponsor, baseline metrics and measurable outcomes.
• Develop repeatable playbooks for buyers, sellers and partners across Discover, Quote, Order, Inventory and Spend.
• Run executive value reviews to document results, surface gaps and secure decisions.
• Own the CS retention plan and renewal execution with the Retention & Renewals team; identify risks early.
• Partner with Sales on expansion opportunities and credible next-use cases.
• Design a scalable renewal process with clear ownership and milestones.

Skills

Customer Success leadership

Strategic planning

Renewal management

Cross-functional leadership

Job description

Connectbase is building the operating system for Ecosystem Connected Commerce. We help service providers, buyers and partners discover opportunities, quote services, place orders, manage inventory and control spend. Our platform combines location intelligence, network and commercial data, software, and ecosystem connections to improve how the connected world transacts.

The opportunity

We are seeking a Group Vice President of Customer Success to turn our customers’ investment in Connectbase into measurable business results and durable growth. You will lead Customer Success across our portfolio and customer segments, build a consistent operating model, and remain directly involved with strategic customers and the team.

Your mandate is to make value visible: help customers win business, buy more effectively, automate work, improve operational control and realize financial benefits. You will be accountable for customer adoption, value realization, retention and renewal readiness, and share accountability with Sales for expansion and net revenue retention.

This role calls for a builder who can set strategy, develop leaders and work through the details of an account plan. You will partner closely with Service Delivery, Customer Operations, Support, Product, Engineering, Sales, Finance and Revenue Operations to create an accountable customer journey from the original promise through sustained results.

Your organization

Lead three direct reports: the Director of Customer Retention & Renewals, the VP of Customer Success Americas, and the VP of Customer Success overseeing EMEA. The regional teams include 10 Customer Success reports in the Americas and three in EMEA.

What you will lead

Customer outcomes and visible value

• Establish customer success plans with an executive sponsor, business baseline, measurable outcomes, adoption milestones, owners and target dates. Connect each plan to the customer’s commercial and operational priorities.
• Build repeatable playbooks for buyers, sellers and partners across Discover, Quote, Order, Inventory and Spend. Translate capabilities into results such as faster quoting, more qualified opportunities, lower order fallout, accurate inventory, and validated cost savings.
• Run executive value reviews that document results, surface gaps and secure decisions. Build relationships beyond a single champion and help customers lead the process changes required for sustained adoption.

Leadership responsibilities

Retention and disciplined account growth

• Own the Customer Success retention plan, renewal execution through the Retention & Renewals team, account risk assessment and retention forecast. Identify churn and contraction risks early, assign recovery owners, and hold teams accountable for dated actions.
• Partner with Sales on account growth plans, qualified expansion opportunities and commercial execution. Earn expansion through demonstrated outcomes, adoption readiness and a credible next use case.
• Develop a consistent renewal process with clear ownership, customer engagement milestones and escalation paths. Maintain reliable account and renewal records with Revenue Operations and Finance.

A clear definition of delivered

• Agree with Service Delivery on acceptance criteria covering configuration, data readiness, integrations, user enablement, customer ownership and the first usable workflow. Engage Customer Success during implementation and carry the success plan into ongoing adoption.
• Track time to first value and sustained value beyond technical go live. Make unresolved dependencies and customer commitments visible, with an owner and recovery plan.
• Coordinate customer communication and recovery during material escalations while the relevant delivery, support, data or engineering team owns technical resolution.

Success on a data and ecosystem platform

• Help customers establish trusted location, network, pricing and lifecycle data. Partner with data and product teams to resolve gaps in coverage, freshness, accuracy and permissions that prevent business results.
• Drive adoption of integrated workflows and APIs, working with technical owners to measure successful production use, automation and transaction completion.
• Help customers activate relevant ecosystem relationships. Work with ecosystem teams to connect the right buyers, suppliers and partners, and measure whether those relationships produce useful commercial activity.

A scalable and accountable organization

• Hire, coach and develop Customer Success leaders and managers. Set clear standards for account preparation, product and industry proficiency, customer communication, follow through and measurable results.
• Design customer segmentation, coverage, capacity and escalation models based on value potential, complexity, risk and cost to serve. Combine executive engagement with digital programs, education and community where effective.
• Build a reliable customer health model using adoption, outcomes, data readiness, relationship strength, support experience and commercial signals. Test whether those signals predict risk and opportunity.
• Use AI and automation to improve account preparation, risk detection, customer education and team productivity. Maintain permission controls, source verification and human judgment for customer commitments.
• Own the CS budget and capacity plan. Partner with leadership on incentives that reward durable customer value, retention and qualified growth. Bring recurring customer evidence into product priorities and build customer advocacy with Marketing.

Experience and success measures

What you bring

• Typically 12 or more years in Customer Success, account management or related enterprise software roles, including at least five years leading teams and developing managers. Equivalent experience with comparable scope and results is welcome.
• A measurable record of improving gross and net revenue retention, reducing churn and contraction, accelerating customer value, and growing enterprise relationships. Be prepared to explain your starting baseline, actions, results and personal contribution.
• Experience building or transforming Customer Success in B2B SaaS, vertical software or a data platform with complex workflows, integrations and multiple customer stakeholders.
• Strong commercial and financial judgment, including renewal planning, expansion qualification, forecasting, account economics and resource allocation. You can build a team that combines customer advocacy with accountable revenue performance.
• Ability to translate technical capabilities, data quality and API adoption into business outcomes. You can work credibly with technical teams and business executives without needing to be the implementation engineer.
• Evidence of leading change across Sales, Delivery, Product and Operations, including situations where you must influence teams outside your reporting line.
• Strong executive communication, analytical discipline and coaching skills. You set demanding standards, make ownership clear and follow through on commitments.

Experience that would be especially valuable

Connectivity, telecommunications, digital infrastructure, location intelligence, marketplaces or transaction platforms; multi product portfolios or acquired businesses; global enterprise customers; and scaling an efficient CS model in a growth stage business. Direct telecom experience is valuable, alongside a proven SaaS customer success operating discipline.

How success will be measured

Your scorecard will combine customer outcomes and recurring revenue performance with the leading indicators that make results repeatable. Goals will be set against agreed baselines and customer segments.

• Customer value and adoption: time to first value, achievement of agreed outcomes, production workflow and API adoption, and executive validated results.
• Retention and growth: gross revenue retention, net revenue retention, churn and contraction, on time renewals, qualified expansion and forecast accuracy, with clear attribution shared with Sales.
• Operating effectiveness: risk identification and recovery, delivery handoff quality, customer advocacy, coverage productivity and cost to serve.

What you will establish in your first 90 days

Assess the team and customer portfolio; meet strategic customers; validate retention, adoption and renewal baselines; launch recovery plans for priority risks; and agree a practical operating plan covering success playbooks, delivery acceptance, account ownership, capacity and executive reporting.

Shape how an industry platform delivers customer value, with direct access to company leadership and influence on our next stage of growth.

We welcome different backgrounds and paths to leadership.