Vice President, Customer Success

GLORY; Chicago (IL); Remote; USD 142,000 - 213,000; Full time

Job summary

A leading technology company is seeking a Vice President, Customer Success to drive customer satisfaction and retention. This role involves leading a high-performing team and collaborating with multiple departments to enhance customer experiences. The ideal candidate will have extensive experience in customer success leadership, with a strong focus on strategic growth and operational excellence. This position offers a competitive salary and comprehensive benefits package.

Benefits

401(k) Retirement Plan

Health insurance

Paid Vacation

Professional development assistance

Annual Bonus opportunity

Qualifications

• 10+ years of experience in customer success or related fields.
• 5+ years in a leadership role with proven track record.

Responsibilities

• Drive customer satisfaction and retention.
• Lead and mentor the customer success team.
• Establish KPIs to monitor customer success performance.

Skills

Customer success strategy

Leadership

Communication

Data analysis

Cross-functional collaboration

Education

Bachelor's degree in business or related field

Job description

Vice President, Customer Success

Department: Service - Service Support

Employment Type: 永久 - 全职

Location: United States/Remote

Reporting To: SVP, Customer Success & Service Support

Compensation: $142,000 - $213,000 / 年

Description

The Vice President, Customer Success is a key member of the senior leadership team, responsible for driving customer satisfaction, retention, and growth. This role oversees the customer success strategy, team management, and operations to ensure customers achieve their desired outcomes while maximizing the value of the company’s products and services.

The VP, Customer Success will partner closely with Sales, Marketing, Product and Service Support teams to create a seamless customer journey and establish scalable processes that drive loyalty, expansion, and advocacy.

Key Responsibilities

• Leadership & Strategy
  • Develop and execute the company’s customer success strategy aligned with business objectives.
• Team Leadership
  • Lead, mentor, and grow a high-performing customer success team, including account managers, onboarding specialists, and support staff.
• Customer Experience & Retention
  • Drive a customer-first culture across the organization.
  • Define and implement processes that ensure customer satisfaction, adoption, and long-term retention.
  • Serve as the executive sponsor for key strategic accounts.
  • Monitor customer health metrics and proactively address risk of churn.
• Revenue Growth & Expansion
  • Partner with Sales and Service to identify upsell, cross-sell, and expansion opportunities.
  • Ensure renewal processes are efficient and customer centric.
  • Build frameworks for measuring customer lifetime value (CLV).
• Collaboration & Advocacy
  • Exceptional communication, negotiation, and stakeholder management skills.
  • Ability to work effectively across departments and with external partners.
  • Collaborate with Sales, Service, Marketing, Product and Engineering to bring customer feedback into the product roadmap.
  • Partner with Marketing to develop customer advocacy programs, testimonials, and case studies.
  • Represent the “voice of the customer” in executive strategy discussions.
• Metrics & Reporting
  • Establish KPIs and dashboards to track customer success performance (e.g., NPS, churn rate, adoption, retention, ARR).
  • Present customer success metrics and insights to the executive team and board.

Skills, Knowledge & Expertise

REQUIRED EDUCATION AND QUALIFICATIONS

Education Level: Bachelor’s degree, preferably in business or related area and/or equivalent experience

Qualifications:

• 10+ years of experience in customer success, account management, or related fields, with at least 5 years in a leadership role.
• Proven track record of reducing churn, driving customer adoption, and increasing net revenue retention.
• Experience building and scaling customer success organizations in a high-growth SaaS or technology environment (preferred).
• Strong business acumen with the ability to align customer success strategies with company goals.
• Exceptional leadership, communication, and relationship-building skills.
• Data-driven mindset with the ability to interpret and act on performance metrics.

Ability to travel up to 25% as required.

REQUIRED SKILLS AND COMPETENCIES

• Strategic thinker with a passion for customer experience.
• Empathetic leader with ability to inspire and gain trust and accountability at all levels of the organization.
• Highly collaborative and skilled at cross-functional alignment.
• Excellent communications, analytical, problem solving and project management skills.
• Entrepreneurial mindset with adaptability in fast-changing environments.

Job Benefits

Benefits:

• 401(k) Retirement Plan with Fidelity – 2.5% Base contribution paid toward your retirement by Glory even if you do not participate. Plus, Glory matches 3% up to 6% of your contribution
• Health insurance – 3 medical plans to choose from. High, Medium and Low deductible through Blue Cross Blue Shield
• MDLive – 24/7 Virtual Doctor plus a Nurse Line
• Dental insurance
• Vision insurance
• FSA / Dependent Care
• Voluntary Life Insurance
• Basic Life insurance and AD&D – Company paid
• Short Term Disability / Long Term Disability / Employee Assistance Program – Company paid
• Paid Vacation – start with a prorated amount of hours your first year depending on start date. 80 vacation hours earning your first full year and vacation hours increase based on years of service
• Paid Sick days based on City/State requirements
• Paid Holidays – 9 to 11 days based on start date
• Professional development assistance
• Education assistance
• Adoption Assistance
• Legal and ID Theft plans
• Annual Bonus opportunity
• Opportunities for internal promotions/career advancement