Remote VP, Customer Success - AMER | AI-Driven Growth

UpGuard; San Diego (CA); Remote; USD 220,000 - 240,000; Full time

Benefits offered by this job

Monthly Lifestyle subsidy

WFH set-up allowance

$1500 USD annual Learning & Dev. 


Annual leave + 2 extra UpGuardian days

18 weeks paid Parental Leave

Personal Leave Allowance

Fully remote working environment

Top-spec hardware

Generative AI subsidy

Job summary

UpGuard is hiring a Vice President of Customer Success to own the AMER customer base end to end and to build the operating model that carries it through rapid growth.

You will report to the Global Vice President, Customer Success and lead an organization of two CSM Managers, a Digital CS Manager and their teams. You will drive retention, value realization and expansion across a large ARR.

Qualifications

• 12+ years in customer success, account management or post-sale leadership in B2B SaaS
• 5+ years leading managers of CSMs
• Experience scaling CS org through high-growth phase
• Experience designing customer maturity frameworks
• Experience building value-based EBR/QBR programs
• Experience turning customer signals into actionable insights with AI
• Executive presence with customers and leadership

Responsibilities

• Lead and scale the AMER Customer Success organization
• Build and embed a customer maturity framework
• Make value-based EBRs the standard
• Turn customer signals into next best actions with AI
• Own retention and drive expansion
• Operate as a revenue executive
• Partner with CS leaders globally to standardize processes

Skills

Customer success leadership

SaaS experience

AI/automation in CS

HubSpot/Salesforce

Education

Bachelor's degree in Business, Engineering, Cybersecurity or related field

Tools

ChurnZero

Gainsight

HubSpot

Salesforce

Gong

Job description

UpGuard is hiring a Vice President of Customer Success to own the AMER customer base end to end and to build the operating model that carries it through rapid growth.

You will report to the Global Vice President, Customer Success and lead an organization of two CSM Managers, a Digital CS Manager and their teams. You will drive retention, value realization and expansion across a large ARR.