Group VP, Customer Success & Growth

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 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