VP, Customer Success, Americas - SaaS Industry

RELEX Solutions; Atlanta (GA); On-site; USD 150,000 - 250,000; Full time

Job summary

RELEX Solutions is seeking a dynamic Vice President of Customer Success for the Americas to lead customer retention and strategy across the region. This role demands exceptional leadership and collaboration skills to drive customer satisfaction and business value, ensuring a successful journey for clients. With a focus on operational excellence and team development, the ideal candidate will have over 10 years of experience, including leading geographically dispersed teams in a SaaS environment. This position offers an opportunity to shape customer success strategies that align with global objectives.

Qualifications

• 10+ years in customer success or management roles.
• Experience in Retail or Manufacturing industries preferred.
• Leading ideally geographically dispersed teams.

Responsibilities

• Define and execute customer success strategy for the Americas.
• Drive customer retention, satisfaction, and advocacy.
• Lead and develop a high-performing customer success team.

Skills

Strategic thinking

Stakeholder management

Communication

Customer empathy

Education

Bachelor’s degree

MBA or advanced degree

Tools

Salesforce

Gainsight

Job description

Role Title: Vice President, Customer Success – Americas

Location: Atlanta, GA preferred (EAST time zone required)
Department: Customer Success
Reports to: SVP Global Customer Success

Role Summary:

The Vice President of Customer Success, Americas will lead the regional customer success strategy, execution, and team performance across US, Canada and LATAM. This executive will be responsible for driving customer retention, expansion, satisfaction, and advocacy by ensuring customers achieve measurable business value across our portfolio of SaaS solutions. The role requires strong leadership, cross-functional collaboration, and a customer-first mindset to scale and mature the customer journey across a diverse set of markets and clients.

Strategic Leadership

• Define and execute the Customer Success strategy for the Americas region, aligning with global CS objectives and company goals.
• Partner with Sales, Product, Marketing, and Services to ensure a seamless, value-driven customer journey.
• Champion the voice of the customer in regional and global leadership forums.

Customer Success Management

• Own key metrics including Net Revenue Retention (NRR), churn, product adoption, customer health, and CSAT/NPS across the Americas.
• Build scalable playbooks for onboarding, success planning, QBRs, renewals, and expansion for enterprise and mid-market segments.
• Guide the successful delivery of value outcomes through proactive engagement models.
• Lead, develop, and grow a high-performing team of Customer Success Directors, Managers, and CSMs across the Americas.
• Foster a culture of accountability, customer empathy, collaboration, and continuous improvement.
• Mentor future leaders and promote career growth within the CS organization.

Operational Excellence

• Drive operational rigor through CS tools (e.g., Gainsight, Salesforce), analytics, and processes.
• Forecast customer risk and opportunities and manage escalations with urgency and clarity.
• Develop reporting frameworks to communicate performance and insights to stakeholders.

Requirements:

• Experience managing a regional portfolio of over 80 enterprise level customers within the Retail and/or Manufacturing industries preferred.

Experience:

• 10+ years in customer success, account management, or consulting roles, with at least 5 years in senior leadership.
• Proven success leading geographically dispersed CS teams in a SaaS or enterprise technology company.

Skills:

• Strategic thinking with an execution mindset; able to balance long-term vision with day-to-day operations.
• Deep understanding of customer lifecycle, success metrics, and business value realization.
• Excellent communication, executive presence, and stakeholder management skills.

Education:

• Bachelor’s degree required; MBA or advanced degree preferred.

Languages:

• English fluency required; Spanish or Portuguese fluency a strong plus given regional scope.

What Success Looks Like:

• Increased net revenue retention and reduced churn in the Americas region.
• High performing, engaged, and scalable CS team.
• Tangible customer outcomes and strong references across strategic accounts.
• Regional CS operations aligned and integrated with global frameworks.

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