VP, Customer Success & Adoption - Drive Value & Growth

Forward; Santa Clara (CA); On-site; USD 360,000 - 380,000; Full time

Job summary

Forward is seeking a VP of Customer Success to architect and lead the post-sale journey across onboarding, adoption, retention, and expansion. You will own NRR and GRR, and shape the customer success function across segments, partnering with Sales, Product, and Marketing to scale impact.

You’ll work with senior executives and key accounts to translate business outcomes into product value, develop a world-class CS team, and drive proactive renewals and expansions in a fast-paced environment.

Qualifications

• 12+ years in customer success, with 6+ years in leadership roles
• Experience with Networking or Security tools
• Proven experience building or scaling a CS function
• Track record of driving adoption and expansion
• Strong commercial instincts
• Coaching mentality and team development
• Data fluency and use of usage signals to prioritize actions
• Comfort with ambiguity and a builder's bias
• Excellent communication with executives and day-to-day users

Responsibilities

• Own adoption and time-to-value, design onboarding and change-management frameworks
• Drive net revenue retention and identify expansion opportunities
• Build CS playbooks including journeys, health scoring and QBR cadence
• Stand up tooling and signals to support CS function
• Engage with key accounts as trusted advisor and tie business outcomes to product value
• Reduce churn and de-risk renewals with early-warning systems
• Close the product feedback loop with Product and Engineering
• Partner cross-functionally with Sales, Product, and Marketing
• Build and scale the CS team as the motion grows

Skills

Customer success

Leadership

Networking tools

Security tools

Data fluency

Commercial sense

Communication

Tools

Gainsight

Catalyst

Vitally

ChurnZero

Job description

Forward is seeking a VP of Customer Success to architect and lead the post-sale journey across onboarding, adoption, retention, and expansion. You will own NRR and GRR, and shape the customer success function across segments, partnering with Sales, Product, and Marketing to scale impact.

You’ll work with senior executives and key accounts to translate business outcomes into product value, develop a world-class CS team, and drive proactive renewals and expansions in a fast-paced environment.