Vice President of Client Success

Logicbroker; New York (NY); On-site; USD 180,000 - 250,000; Full time

Job summary

Logicbroker is seeking a VP of Global Client Success to lead the post-sale relationship with customers, driving strategy, processes, and performance across the CS organization. You will manage a team of CSMs and Directors, serving as the executive escalation point and partnering with Sales, Implementation, Product, and Marketing to ensure customer outcomes and growth.

You will report to the Chief Customer Officer and help scale retention and expansion as Logicbroker grows, using data-driven

Qualifications

• 8+ years in Customer Success, Account Management, or go-to-market leadership in B2B SaaS.
• 4+ years directly managing a CS team.
• Track record of owning retention and expansion targets for mid-market or enterprise accounts.
• Experience building or scaling a CS function including playbooks, health scoring, QBR programs, renewal processes.
• Strong cross-functional operator who can align Sales, Product, and Support around shared customer outcomes.
• Oversight of global clients and teams across geographies and time zones.
• Data-driven approach to account health, resource prioritization, and forecasting.
• Executive-level communication with senior stakeholders.
• Hands-on experience using AI tools to drive an AI-first approach to account strategy.

Responsibilities

• Lead and grow a team of Customer Success Managers and Directors instilling a strategic-advisor mindset and a bias toward measurable customer outcomes.
• Own CS strategy and execution: set goals and metrics and build the plans and playbooks required to hit them.
• Sharpen the existing client success team in the skills required to grow and optimize commerce programs.
• Serve as the executive escalation point for complex account issues, protecting key relationships and resolving risk quickly.
• Build and refine playbooks, QBR cadence, strategic in-person meetings, and account health-scoring model for a growing portfolio.
• Partner with Sales to identify and drive expansion, upsell, and cross-sell opportunities across the customer portfolio.
• Collaborate cross-functionally with Sales, Implementation, Product, and Marketing to close the loop on customer feedback and improve the end-to-end experience.
• Use data and AI-enabled tools to spot risk earlier and scale account strategy without headcount 1:1.
• Hire, mentor, and develop a high-performing team that lives our 'Make Customers Successful' value.
• Represent the voice of the customer in roadmap conversations and marketing initiatives with structured field insights.

Skills

Leadership

CS Leadership

Data-driven

Executive communication

Cross-functional collaboration

Account strategy

Renewals

Travel planning

AI-enabled strategy

Tools

Claude

ChatGPT

Job description

Logicbroker is the Agentic Commerce Orchestration Engine helping enterprise retailers, brands, suppliers, and distributors connect and grow. Our Intelligent Commerce Network powers over $10B in GMV for global leaders like Samsung, Walgreens, and Home Depot by automating the entire process from discovery to doorstep and stock to dock. We make products discoverable, shoppable, fulfillable, and returnable so our clients can grow faster, delight customers, and run smarter operations.

VP, Global Client Success

We're hiring a Vice President of Global Client Success to lead the team responsible for the post-sale relationship with our customers. You'll own the strategy, structure, processes, and performance of our entire Client Success organization. You will be building the playbooks, driving the KPI's, and upskilling the team responsible for ensuring our clients are successful and growing. This is leadership role where you'll manage and develop a team of CSMs and directors, act as the executive escalation point for our most complex accounts, and partner closely with Sales, Implementation, Product, and Marketing to ensure our customers are exceeding their outcomes and leveraging our platform to grow their businesses.

This leader will report to the Chief Customer Officer and be a key voice in how Logicbroker scales retention and expansion as we grow.

What You’ll Do:

• Lead, coach, and grow a team of Customer Success Managers and Directors instilling a strategic-advisor mindset and a bias toward measurable customer outcomes.
• Own CS strategy and execution: set goals and metrics (net/gross revenue retention, account health, product adoption) and build the plans and playbooks required to hit them.
• Sharpen the existing client success team in the skills required to grow and optimize commerce programs
• Serve as the executive escalation point for complex account issues, stepping in to protect key relationships and resolving risk quickly.
• Build and continuously refine the playbooks, QBR cadence, strategic in-person meetings, and account health-scoring model that let CSMs manage a growing portfolio of mid-market and enterprise accounts.
• Partner with Sales to identify and drive expansion, upsell, and cross-sell opportunities across the customer portfolio
• Collaborate cross-functionally with Sales, Implementation, Product, and Marketing to close the loop on customer feedback and improve the end-to-end experience.
• Use data and AI-enabled tools to spot risk earlier, prioritize where the team spends its time, and scale account strategy without scaling headcount 1:1.
• Hire, mentor, and develop a high-performing team that lives our "Make Customers Successful" value, with a focus on ownership, directness, and inclusive coaching.
• Represent the voice of the customer in roadmap conversations and marketing initiatives, bringing structured insight from the field back into the business.

What We Need:

• 8+ years in Customer Success, Account Management, or go-to-market leadership in B2B SaaS, including 4+ years directly managing a CS team.
• A track record of owning retention and expansion targets for a portfolio of mid-market or enterprise accounts.
• Experience building or scaling a CS function including, but not limited to playbooks, health scoring, QBR programs, and renewal processes.
• Strong cross-functional operator who can align Sales, Product, and Support around shared customer outcomes.
• Previous experience having oversight of global clients and global teams across multiple geographies and time zones
• A data-driven approach to account health, resource prioritization, and forecasting.
• Executive-level communication skills and the ability to build trusted relationships with senior stakeholders on both sides of the table.
• Comfort giving and receiving direct feedback, and building an inclusive, low-ego, high-standards team culture.
• A self-starting, builder mentality with experience taking ambiguity and turning it into process and procedures.
• Proven track record of driving revenue growth and customer retention within a SaaS environment.
• Demonstrated experience building and maintaining relationships with C-Level Executives.
• Strong data analysis skills with the ability to present insights to executive audiences.
• Hands-on experience using AI tools (e.g., Claude, ChatGPT) to drive an AI-first approach to improving account strategy, team productivity, and customer insights.
• Strong communication, stakeholder management, and strategic thinking capabilities.
• Comfortable with negotiating complex, multi-faceted renewals.
• Ability to manage complex enterprise customer environments across technical and business functions.
• Experience working inside of retailers and/or for B2B SaaS companies in the ecommerce space.
• Willingness and ability to travel 50% of the time primarily for QBR's and SBR's

Nice To Have:

• Experience in dropship, marketplace, merchandising, supply chain, and/or commerce platforms.
• Familiarity with integration methods (EDI, API, etc.) and key commerce stack components (OMS, PIM, ERP, etc.)

Why Logicbroker:

Make Customers Successful: We earn trust by understanding our customers’ realities and building scalable solutions that solve the problems that matter most.

Take Ownership: We take end-to-end ownership, step in when it matters, drive clear decisions, and follow through until outcomes are delivered.

Get It Done: We prioritize results over activity, balancing speed and rigor to deliver progress that compounds over time.

Details Matter: We focus on the details that matter most, delivering accuracy and reliability that quietly builds trust and credibility.

Transparency by Default: We communicate openly and early, sharing clear context so teams align quickly and decisions move forward.

Relentless Focus: We focus relentlessly on what matters most, limiting distractions to deliver meaningful work and finish strong.