VP of Customer Success

Jobgether; United States; Remote; USD 220,000 - 260,000; Full time

Benefits offered by this job

Base salary: $220,000–$260,000 USD

Equity options

Remote-first environment

Unlimited PTO

Flexible work schedule

Cross-border team (US/Canada)

Job summary

Jobgether is partnering with a client seeking a VP of Customer Success in the United States. This senior role shapes and leads a global CS organization during rapid growth, driving adoption, retention, expansion, and measurable outcomes.

You will build a scalable, high-performing team, implement AI-powered tools, and manage strategic relationships with enterprise customers across MX and Europe, while collaborating closely with Sales, Product, Marketing, Engineering, and Operations.

Qualifications

• Proven leadership experience in scaling Customer Success orgs.
• Strong understanding of ARR growth, churn, and NRR/GRR metrics.
• Experience in SaaS or B2B enterprise environments.

Responsibilities

• Define and execute a global Customer Success strategy aligned to revenue growth.
• Lead a remote-first, scalable CS org across multiple regions including MX and EU/UK.
• Own renewal strategy, churn reduction, and expansion with Sales collaboration.
• Develop AI-powered tools, predictive analytics, and automation for CS outcomes.
• Present health and expansion metrics to executive leadership.

Job description

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a VP of Customer Success based in the United States.

This senior executive role will shape and lead the customer success organization through a period of significant growth, with the ambition of supporting a business exceeding $200M in annual recurring revenue. You will own the commercial performance of the existing customer base, driving adoption, retention, expansion, and measurable customer outcomes. A key priority will be building a scalable, high-performing global team while introducing AI-powered tools, predictive insights, and automation to improve customer engagement and operational efficiency. You will also develop strategic relationships with major enterprise customers and work closely with Sales, Product, Marketing, Engineering, and Operations to align customer needs with business priorities. With responsibility for international expansion across Mexico and Europe, this role combines executive leadership, commercial accountability, and operational transformation in a remote-first environment.

Accountabilities

• Develop and execute the overall Customer Success strategy in alignment with revenue objectives, product direction, and long-term business growth.
• Own the commercial performance of the installed customer base, with accountability for net revenue retention (NRR), gross revenue retention (GRR), churn, expansion revenue, NPS, and customer health.
• Define customer segmentation, lifecycle models, operating targets, and scalable processes that maximize customer value and return on investment.
• Lead and develop a high-performing global Customer Success organization, including recruiting, leadership development, performance management, and organizational design.
• Build the infrastructure and operating model required to support growth beyond $200M ARR, with particular focus on Mexico and EU/UK operations.
• Integrate AI, predictive analytics, automation, and agentic workflows into Customer Success operations to improve health scoring, churn prevention, personalized engagement, and team productivity.
• Own customer lifecycle programs covering onboarding, adoption, value realization, renewals, and expansion, targeting time-to-value of 30 days or less.
• Build executive relationships with the 30–50 largest strategic customers, personally sponsoring recovery plans and establishing an effective executive sponsor program.
• Drive quarterly executive business reviews for 100% of the top 20 accounts and develop customer advisory boards and other engagement initiatives.
• Own renewal strategy, customer health, churn reduction, and expansion identification, while partnering with Sales on commercial negotiations, pricing, and strategic account growth.
• Lead monthly forecasting for renewals, churn, contraction, and expansion, maintaining forecast accuracy within +/-5%.
• Collaborate with Product, Engineering, Marketing, Sales, and Operations to improve customer handoffs, influence product priorities, and strengthen customer advocacy.
• Oversee the Customer Success technology stack and customer data platform, ensuring reliable data, actionable insights, and effective system integration.
• Establish scalable playbooks, standard operating procedures, training programs, and continuous improvement practices, targeting new CSM onboarding completion within 30 days and competency scores of at least 80%.
• Present customer health, retention, and expansion performance to executive leadership and lead operational improvements across the organization.
• Ensure international teams operate effectively across time zones and maintain full compliance with applicable local labor and data privacy requirements.

Requirements

• Proven experience leading Customer Success organizations through substantial growth, ideally from approximately $75M to $200M+ ARR, including organizational redesign, systems evolution, customer segmentation, and operating model transformation.
• Strong understanding of recurring revenue economics, including customer acquisition cost recovery, retention, expansion efficiency, and customer lifetime value.
• At least 3 years of experience in SaaS, hardware-as-a-service (HaaS), IoT, predictive maintenance, manufacturing, or a comparable B2B sector.
• Deep knowledge of customer lifecycle management, SaaS performance metrics, renewal strategy, and expansion economics.
• Demonstrated success building and leading large, high-performing organizations, including management of at least 60 direct and indirect reports across multiple leadership layers.
• Strong track record of recruiting, developing, and retaining talent while establishing clear accountability and performance standards.
• Proven ability to improve retention, NRR, NPS, customer satisfaction, and expansion revenue through measurable strategies.
• At least 2 years of experience managing geographically distributed or remote teams; international leadership experience in Mexico and/or EU/UK markets is highly valued.
• Technical and AI fluency, including comfort with data analytics, machine learning applications, automation, and emerging technologies that improve customer outcomes.
• Strong executive presence and communication skills, with the ability to influence C-suite stakeholders, build consensus, and align teams around a customer-centric strategy.
• Highly analytical and operationally rigorous, with experience using dashboards, performance metrics, and data-driven insights to guide business decisions.
• Adaptability and change leadership, including the ability to navigate ambiguity, improve processes, and lead organizational transformation.
• Strong customer advocacy and commercial judgment, balancing customer needs with business objectives.
• Manufacturing knowledge, ideally including industrial operations, predictive maintenance, IoT, condition monitoring, and asset-intensive environments.
• Fluent English required; Spanish or other additional languages are an advantage.
• Willingness and ability to travel to Mexico and other international markets as needed.

Benefits

• Base salary: $220,000–$260,000 USD, depending on location, skills, experience, education, and relevant qualifications.
• Additional variable compensation, bonuses, and equity.
• Stock options as part of the compensation package.
• Comprehensive benefits, including a retirement plan with employer match.
• Unlimited paid time off.
• Flexible work schedule.
• Remote-first working environment, with team members distributed across the United States and Ontario, Canada.
• Collaboration during established core working hours.
• Opportunity to lead a growing global organization and make a significant impact on customer outcomes and business performance.