VP, Customer Success – AMER (Remote)
UpGuard
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Job summary
UpGuard seeks a seasoned VP of Customer Success to own the AMER post-sale organization, scale across multiple teams, and drive retention and expansion. You will define CS capacity, hire and develop managers, and implement a customer maturity framework with clear success criteria and action plans.
You will lead value-based executive business reviews and leverage AI to optimize signals into actions for renewals and growth.
Qualifications
- 12+ years in customer success or post-sale leadership in B2B SaaS
- Experience scaling CS teams during growth phases
- Proven ability to implement customer maturity frameworks
- Experience building value-based EBR/QBR programs
- Experience turning customer signals into actions using AI
- Experience running high-touch and digital CS motions
Responsibilities
- Lead and scale the AMER Customer Success organization across two CSM Managers and a Digital CS Manager
- Own the AMER CS capacity model, hiring plan and coverage ratios
- Define career paths, leveling and performance standards for the CSM ladder
- Build a culture of accountability for health, value, and renewal across accounts
- Design and roll out a customer maturity framework and tie to success plans
- Lead value-based executive business reviews with strategic accounts
- Develop signal-to-action systems using AI to support CS plays and renewals
Skills
Education
Tools
Job description
UpGuard seeks a seasoned VP of Customer Success to own the AMER post-sale organization, scale across multiple teams, and drive retention and expansion. You will define CS capacity, hire and develop managers, and implement a customer maturity framework with clear success criteria and action plans.
You will lead value-based executive business reviews and leverage AI to optimize signals into actions for renewals and growth.
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