VP, Customer Success – Americas Growth & Retention
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Benefits offered by this job
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 growth. You will report to the Global Vice President and lead an organization including CSM Managers and a Digital CS team, driving retention and expansion for a multi-million ARR book.
This builder role requires scaling a CS organization through rapid growth, implementing a maturity framework, and delivering value-based executive reviews with
Qualifications
- 12+ years in customer success or post-sale leadership in B2B SaaS.
- 5+ years leading managers of CSMs.
- Experience scaling CS org during significant growth.
- Proven design/implementation of customer maturity frameworks.
- Experience building value-based EBR/QBR programs.
Responsibilities
- Lead and scale the AMER Customer Success organization.
- Own CS capacity, hiring plan, and segmentation as ARR grows.
- Define career paths, leveling and performance standards.
- Build a culture of accountability with health and renewal visibility.
- Lead value-based executive business reviews with strategic accounts.
- Orchestrate AI-driven signal-to-action workflows for CS plays.
- Drive GRR/NRR targets and renewals across the region.
Skills
Education
Tools
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 growth. You will report to the Global Vice President and lead an organization including CSM Managers and a Digital CS team, driving retention and expansion for a multi-million ARR book.
This builder role requires scaling a CS organization through rapid growth, implementing a maturity framework, and delivering value-based executive reviews with
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