VP, Customer Success: Scale Adoption & Value

Reltio, Inc.; Massachusetts; On-site; USD 245,000 - 300,000; Full time

Job summary

Reltio, Inc. is seeking a Vice President of Customer Success to lead a global CS organization that ensures customers achieve measurable outcomes from Reltio’s Context Intelligence platform.

You will own customer adoption, retention, expansion, and advocacy in large, enterprise accounts across multiple domains. The role requires 15+ years in regulated environments and deep SaaS/PaaS/IaaS experience, with a strong focus on value realization and cross-functional leadership.

Qualifications

• Bachelor’s degree in a relevant field (CS preferred).
• 15+ years of experience in highly regulated environments including Life Sciences, Healthcare and Financial Services.
• Experience with SaaS/PaaS and Infrastructure-as-a-Service (IaaS).
• Ability to influence through persuasion, negotiation, and consensus-building.
• Ideally combined background of post-sale and sales experience.
• Strong empathy for customers and passion for revenue and growth.
• Deep understanding of value drivers in recurring revenue business models.
• Analytical and process-oriented mindset.
• Demonstrated desire for continuous learning and improvement.
• MDM, Cloud, Enterprise, SaaS experience.

Responsibilities

• Lead a world-class Customer Success organization capable of supporting Reltio’s growth ambitions including increased renewal rates and reduced churn.
• Accelerate the expansion of our footprint within accounts through cross-sell and upsell.
• Improve overall lifetime value through higher product adoption, customer satisfaction and health scores.
• Accelerate new business growth through greater advocacy and customer reference-ability.
• Define and operationalize a value realization framework tied to measurable customer outcomes.
• Ensure customers successfully adopt Reltio as a system of record as the foundation for AI driven functions across enterprise data ecosystems.
• Define the right structure and account alignment to enable CSMs to be subject matter experts in support of customers’ business outcomes.
• Successfully hire and scale a world-class, global team.
• Create robust onboarding and ramping processes for new team members.
• Build a culture of continuous learning and development around best practices and business knowledge.
• Align the company on a shared view of an ideal customer and segment accordingly.
• Map the customer journey from pre-sales to implementation to value realization.
• Identify listening points and metrics to measure impact.
• Develop clear, repeatable playbooks to drive impact at each step.
• Implement systems and processes to drive continuous improvement at each step.
• Create right processes and metrics to ensure CSMs drive correct account-level activities.
• Participate in an executive council of key customers and prospects to guide product and service improvements.
• Define and drive strategy around Customer Councils for industry or use-case topics.
• Collaborate with Marketing to deliver high-engagement customer conferences.
• Other duties as assigned.

Skills

SaaS / PaaS experience

IaaS experience

Customer success leadership

Executive communication

Strategic mindset

Education

Bachelor's degree in CS or related field

Job description

Reltio, Inc. is seeking a Vice President of Customer Success to lead a global CS organization that ensures customers achieve measurable outcomes from Reltio’s Context Intelligence platform.

You will own customer adoption, retention, expansion, and advocacy in large, enterprise accounts across multiple domains. The role requires 15+ years in regulated environments and deep SaaS/PaaS/IaaS experience, with a strong focus on value realization and cross-functional leadership.