VP, Customer Success – Americas Growth Leader

UpGuard; Boston (MA); Remote; USD 220,000 - 240,000; Full time

Benefits offered by this job

Monthly Lifestyle subsidy

WFH setup allowance

$1500 USD annual Learning &Development

Annual leave (PTO) and UpGuardian days

18 weeks parental leave

Personal leave allowance

Fully remote 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. You will report to the Global VP, Customer Success, leading two CSM Managers, a Digital CS Manager and their teams, and partnering with AMER Account Management.

You will scale a CS organization through a significant growth stage, implement a maturity framework and value-based EBR programs, and drive retention and expansion using

Qualifications

• 10+ years in customer success, account management or post-sale leadership in B2B SaaS.
• 5+ years leading managers of CSMs.
• Proven track record scaling CS org through a growth phase.
• Experience designing and implementing a customer maturity framework.
• Experience building a value-based EBR/QBR program with executives.

Responsibilities

• Lead, coach and scale the AMER Customer Success organization including CSM Managers and Digital CS.
• Own the AMER CS capacity model, hiring plan and segmentation to support ARR growth.
• Define career paths, leveling and performance standards across the CSM ladder.
• Build a culture of accountability for health, value delivery and renewals.
• Design and roll out a customer maturity framework linked to success plans and milestones.
• Lead a value-based executive business review program with regional strategic accounts.
• Build AI-powered signals and actions to drive renewals, expansions and insights.

Skills

Customer success leadership

SaaS retention metrics

Executive presence

Data-driven decision making

Cross-functional collaboration

Education

Bachelor's degree in Business, Engineering, Cybersecurity

Tools

ChurnZero

Gainsight

HubSpot

Salesforce

Job description

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. You will report to the Global VP, Customer Success, leading two CSM Managers, a Digital CS Manager and their teams, and partnering with AMER Account Management.

You will scale a CS organization through a significant growth stage, implement a maturity framework and value-based EBR programs, and drive retention and expansion using