VP, Customer Success AMER — Scale with AI & Growth

UpGuard

San Francisco (CA)

Remote

USD 220,000 - 240,000

Full time

5 days ago

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Benefits offered by this job

Monthly Lifestyle subsidy

WFH set-up allowance

Learning & Development allowance

Annual leave

Parental Leave

Fully remote working environment

Top-spec hardware

Generative AI subsidy

Job summary

UpGuard is seeking a Vice President of Customer Success to own the AMER customer base end-to-end and to build the operating model that carries it through rapid growth. The role oversees a scalable CS function, develops mature customer programs and drives retention, expansion and AI-powered CS plays across high-touch and digital motions.

You will design and implement a customer maturity framework, value-based EBRs, and a data-driven, globally scalable CS strategy in a fast-moving SaaS

Qualifications

12+ years in customer success, account management or post-sale leadership in B2B SaaS.
5+ years leading managers of CSMs.
Experience scaling CS org during growth, including capacity model and hiring plan.
Experience designing a customer maturity framework and evidence of impact.
Experience building a value-based EBR/QBR program for executives.
Experience turning customer signals into next best actions using AI automation.
Experience with CS platforms such as ChurnZero or Gainsight, and HubSpot or Salesforce.
Experience running high-touch and digital CS motions together.
Experience coordinating with Account Management on renewals and expansions.
GRR and NRR ownership for $25M+ ARR.

Responsibilities

Lead and scale the AMER Customer Success organization.
Own the CS capacity model, including book sizing, segmentation, coverage ratios and the hiring plan.
Define career paths, leveling and performance standards across the CSM ladder, and run quarterly performance reviews and compensation recommendations.
Build a culture of accountability where every CSM knows the health, value delivered and renewal path of every account.
Design and roll out a customer maturity framework with clear entry criteria for each stage.
Tie maturity stages to success plans, engagement motions and product adoption milestones.
Establish a value-based executive business review program and lead EBRs with strategic accounts.
Turn customer signals into next best actions with AI automation for CS plays.
Own retention and drive expansion; manage GRR and NRR for a $25M+ ARR book.
Define KPIs and collaborate with RevOps to improve CS tooling and data.