VP, Customer Success Americas

Riedel Communications GmbH & Co. KG; Northern (KY); Hybrid; USD 180,000 - 240,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401K match

Paid time off

Job summary

Riedel Communications is seeking a VP of Customer Success for the Americas to lead a regional CS team and drive retention, expansion, and advocacy across North and South America.

Reporting to the Executive Director of Global Customer Success, you will shape the pre and post-sales experience for Riedel’s diverse portfolio, collaborating across Presales, Support, Professional Services, and Demo & Exhibitions functions while traveling regularly.

Qualifications

• 10+ years in Customer Success, Account Management, or related roles.
• 5+ years leading CS teams in a B2B technology environment.
• Proven track record of driving revenue retention and growth through disciplined operations.
• Experience in broadcast, media & entertainment, pro AV, live events, or IT/networking strongly preferred.
• Deep understanding of the broadcast and media market.
• Strong technical aptitude—comfortable discussing IP networks, wireless intercom, video transport, and real-time systems.
• Exceptional executive presence and communication skills (fluent English required; Spanish or Portuguese a plus).
• Experience with Customer Success platforms (i.e. Salesforce) and operational tooling used to manage tickets, projects, and service performance.
• Bachelor’s degree or equivalent experience

Responsibilities

• Build and lead a regional CS team across the Americas, setting clear goals, providing coaching and fostering a culture of operational excellence.
• Develop and execute a regional customer success strategy aligned with global objectives, focusing on customer satisfaction, retention, expansion.
• Partner with Sales to ensure smooth handoffs, with Product teams to relay customer feedback, and with Support for issue resolution.
• Own regional operating rhythms, service levels, and process discipline; track KPIs and NPS/CES.
• Lead escalations and maintain reputation for reliability and operational excellence in high-stakes environments.
• Travel 30-40% across the Americas

Skills

Leadership

Customer Success

Strategic planning

Executive presence

English fluency

Education

Bachelor’s degree or equivalent experience

Tools

Salesforce

Job description

About the Job

Riedel Communications is a global leader in the development and deployment of innovative real-time communication and broadcast solutions. Our products and systems are used by major broadcasters, production companies, and event organizers worldwide to deliver world-class live events and broadcast experiences.

As the VP of Customer Success for the Americas, you will lead a high-performing team responsible for driving customer retention, expansion, and advocacy across North and South America. Reporting directly to the Executive Director of Global Customer Success, you will shape the pre and post-sales experience for Riedel’s diverse portfolio.

Your Responsibilities

Team Leadership: Build and lead a regional Customer Success team across the Americas, setting clear goals, providing coaching and fostering a culture of operational excellence and collaboration across Presales Engineers, Support Engineers, Professional Services, and Demo & Exhibitions functions.

Customer Strategy: Develop and execute a regional customer success strategy aligned with global objectives, focusing on customer satisfaction, retention, expansion, and consistently excellent operational delivery.

Cross-Functional Collaboration: Partner with Sales to ensure smooth handoffs, with Product teams to relay customer feedback, and with Support for issue resolution. Represent Riedel at industry events across the Americas.

Operational Excellence & Insights: Own regional operating rhythms, service levels, and process discipline. Track key operational performance indicators (KPIs) and customer satisfaction indicators such as Net Promoter Score (NPS) and Customer Effort Score (CES). Use data analytics to drive continuous improvement, capacity planning, and report insights to senior leadership.

Crisis Management: Lead escalations and turn challenges into success stories, maintaining Riedel's reputation for reliability and operational excellence in high-stakes environments.

Regular travel (30-40%) across the Americas for customer visits, trade shows, and team meetings

Job Experience

• 10+ years in Customer Success, Account Management, or related pre and post-sales roles
• 5+ years leading Customer Success teams in a B2B technology environment, with demonstrated experience building and running operationally excellent CS organizations (playbooks, SLAs, handoffs, and continuous improvement)
• Proven track record of driving revenue retention and growth through disciplined operations and execution
• Experience in broadcast, media & entertainment, pro AV, live events, or IT/networking strongly preferred
• Deep understanding of the broadcast and media market
• Strong technical aptitude—comfortable discussing IP networks, wireless intercom, video transport, and real-time systems
• Exceptional executive presence and communication skills (fluent English required; Spanish or Portuguese a plus)
• Experience with Customer Success platforms (i.e. Salesforce) and operational tooling used to manage tickets, projects, and service performance
• Bachelor’s degree or equivalent experience

Compensation and Benefits

Annual base salary range: OTE $180,000–$240,000 USD.

Benefits: Health, vision, dental and life insurance. Generous PTO, monthly wellness credit, employer FSA funding, 401K match, and more.

Equal Employment Opportunity and Accommodations

Riedel Communications is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, veteran status, or any other status protected by applicable law.

Reasonable accommodations are available during the application and hiring process as required by applicable law. To request an accommodation, please contact Human Resources.