VP, Customer Success — Enterprise Growth & Retention

Appriss Inc.; United States; On-site; USD 190,000 - 210,000; Full time

Benefits offered by this job

Multiple medical plan options

Generous paid time off

401(k) with company match

Learning and development opportunities

Job summary

A leading retail solutions company is seeking a VP of Customer Success to lead its high-performing Customer Success organization. This senior role oversees customer lifecycle management and drives retention across a complex retail portfolio. Candidates need 8+ years of experience in Customer Success leadership, preferably in a B2B SaaS environment, and a strong record in managing teams. The position offers a remote working model and a competitive salary between $190,000 - $210,000 annually.

Qualifications

• 8+ years in Customer Success leadership with measurable retention outcomes.
• Experience working directly with retail organizations.
• Demonstrated impact on GRR and NRR at portfolio scale.

Responsibilities

• Lead the Director of Customer Success and full CSM organization.
• Oversee customer journey ensuring high-quality experience.
• Collaborate with Sales and Product teams for alignment.

Skills

Customer Success leadership

B2B SaaS experience

Retail organization experience

GRR and NRR impact

Strong commercial acumen

Long-term relationship building

CS platform familiarity

Metrics-driven environment

Education

Bachelor's Degree or equivalent

Master's Degree / MBA

Tools

Salesforce

Gong

Claude AI tooling

Microsoft Suite

Job description

A leading retail solutions company is seeking a VP of Customer Success to lead its high-performing Customer Success organization. This senior role oversees customer lifecycle management and drives retention across a complex retail portfolio. Candidates need 8+ years of experience in Customer Success leadership, preferably in a B2B SaaS environment, and a strong record in managing teams. The position offers a remote working model and a competitive salary between $190,000 - $210,000 annually.