Senior Customer Success Lead - Drive Adoption & Retention

Silicon Valley Search Group; New York (NY); On-site; USD 180,000 - 240,000; Full time

Job summary

Silicon Valley Search Group is seeking a senior leader to own Customer Success, shaping the post-sales strategy and the end-to-end customer lifecycle. You will build systems, drive adoption, and ensure long-term value by aligning health metrics, renewal processes, and executive relationships.

The role emphasizes hands-on leadership, coaching a growing team, and partnering with product, implementation, and finance to deliver measurable outcomes and scalable processes in a fast-moving, high-growth

Qualifications

• 8+ years of professional experience, including at least 3 years directly managing a team of 3–8 people.
• Experience owning hiring, headcount planning, performance management, and team development.
• Demonstrated experience building or significantly developing a customer-facing function.
• Background may come from Customer Success, Implementation, Solutions, Product, consulting, or another customer-facing operating role.
• Experience directly owning measurable customer outcomes such as gross dollar retention, gross revenue retention, net dollar retention, activation, time to value, expansion, or similar metrics.
• Strong systems thinker who can design repeatable processes around customer signals, ownership, playbooks, dashboards, escalation paths, and operating cadences.
• Comfortable using AI and automation to improve processes and reduce repetitive manual work.
• Able to communicate credibly with senior accounting and finance leaders, including Controllers and Chief Accounting Officers.
• Familiarity with accounting, audit, financial systems, implementation, or accounting technology is strongly preferred. CPA is helpful but not required.
• Comfortable operating as a player-coach in a smaller, high-growth environment. This is not a hands-off leadership position.

Responsibilities

• Build and own a high-performing post-sales Customer Success function focused on customer satisfaction, adoption, retention, and long-term value.
• Develop strong customer champions and help identify opportunities for customer references, case studies, and executive relationships.
• Build and mature the Customer Success operating system, including health scoring, QBR cadence, escalation processes, retention playbooks, executive sponsor programs, dashboards, and review cadences.
• Own gross dollar retention and establish clear definitions and processes for healthy, at-risk, and potentially churning customers.
• Develop retention and intervention strategies for each stage of the customer lifecycle.
• Define what successful activation and adoption look like across products and customer segments.
• Improve time to value and drive effective change management throughout implementation and ongoing adoption.
• Hire, coach, and develop Customer Success team members as the company continues to grow.

Skills

Customer Success

Implementation

Solutions

Product

Consulting

Job description

Silicon Valley Search Group is seeking a senior leader to own Customer Success, shaping the post-sales strategy and the end-to-end customer lifecycle. You will build systems, drive adoption, and ensure long-term value by aligning health metrics, renewal processes, and executive relationships.

The role emphasizes hands-on leadership, coaching a growing team, and partnering with product, implementation, and finance to deliver measurable outcomes and scalable processes in a fast-moving, high-growth