Remote VP of Customer Success — Scale & Retention

Synex Talent; United States; Remote; USD 250,000 - 300,000; Full time

Job summary

Synex Talent is seeking a Vice President of Customer Success to lead our customer success organization in Northborough. This full-time, fully remote executive role shapes how clients realize value, retain, and grow with us over time.

You will set the strategic direction for post-sale engagement, onboarding, retention, and expansion. You will mentor and scale high-performing teams while partnering with Sales, Product, and Operations to drive measurable outcomes.

Qualifications

• Experience in Director/VP-level customer success leadership.
• Experience scaling SaaS customer success orgs.
• Expertise in lifecycle management, retention, expansion.
• Proficient in customer health scoring, churn analysis.
• Experience with CRM/customer success platforms.
• Executive communication and stakeholder management.
• Ability to lead distributed remote teams.
• Data-driven with focus on measurable outcomes.

Responsibilities

• Define and execute the overall customer success strategy.
• Lead, develop, and scale CS managers and onboarding specialists.
• Own retention, renewal, and net revenue retention targets.
• Drive adoption and value realization through onboarding and lifecycle programs.
• Establish health metrics and reporting for executives.
• Partner with Sales to drive upsell and cross-sell.
• Collaborate with Product to translate feedback into roadmap.
• Manage escalations and sponsor strategic accounts.
• Build scalable processes, playbooks, tools for efficiency.
• Present CS performance to the executive leadership team.

Skills

Director/VP-level leadership

SaaS customer success

Customer lifecycle management

Executive communication

Remote team leadership

Tools

Salesforce

Gainsight

HubSpot

Job description

Synex Talent is seeking a Vice President of Customer Success to lead our customer success organization in Northborough. This full-time, fully remote executive role shapes how clients realize value, retain, and grow with us over time.

You will set the strategic direction for post-sale engagement, onboarding, retention, and expansion. You will mentor and scale high-performing teams while partnering with Sales, Product, and Operations to drive measurable outcomes.