Vice President of Customer Success

DSD Recruitment; United States; Remote; USD 185,000 - 225,000; Full time

Job summary

A leading SaaS organization is seeking a Vice President of Customer Success to lead a remote national team. The role entails driving client outcomes and retention while partnering with Product and Sales for strategy input. Candidates should possess over 10 years of SaaS leadership experience. Competitive compensation ranges from $185,000 to $225,000 base, plus bonus/equity.

Qualifications

• 10+ years of progressive leadership experience in SaaS or enterprise software.
• Proven success leading distributed customer success, account management, or client services teams.
• Strong track record of driving retention, net revenue retention (NRR), and expansion.

Responsibilities

• Build and scale a customer success organization that drives world-class client outcomes.
• Own retention and expansion targets across the enterprise client portfolio.
• Partner with Product and Sales to ensure customer feedback informs strategy.

Skills

Leadership in SaaS

Client services management

Data-driven decision-making

Executive presence

Job description

Overview

We are conducting a confidential search on behalf of a rapidly growing SaaS organization that provides mission-critical solutions to enterprise clients across North America. The company is backed by leading investors and is scaling quickly to meet customer demand. With a fully distributed workforce, they pride themselves on innovation, client partnership, and a strong culture of accountability.

The Role:

The Vice President of Customer Success will lead a remote, national team responsible for onboarding, adoption, retention, and expansion across the company’s enterprise customer base. This is a highly visible role reporting directly to the executive leadership team.

Key Responsibilities

• Build and scale a customer success organization that drives world-class client outcomes.
• Own retention, adoption, and net revenue expansion targets across the enterprise client portfolio.
• Partner with Product and Sales leadership to ensure customer feedback informs roadmap and GTM strategy.
• Implement data-driven processes and tools to manage customer health at scale.
• Represent Customer Success at the executive and board level, providing insights on client health, risks, and opportunities.

Ideal Candidate

• 10+ years of progressive leadership experience in SaaS or enterprise software.
• Proven success leading distributed customer success, account management, or client services teams.
• Strong track record of driving retention, net revenue retention (NRR), and expansion.
• Excellent executive presence with the ability to influence cross-functional stakeholders.
• Data-driven mindset with experience implementing CS platforms and metrics at scale.

Why This Role

This is a unique opportunity to join a high-growth SaaS company at a pivotal stage, shape the customer success strategy, and make a direct impact on client outcomes and revenue growth, all in a 100% remote leadership role.

Location: 100% Remote, U.S. Based

Compensation: $185,000 – $225,000 base + bonus/equity