VP of Customer Success, AMER - Scale & Retention

UpGuard; Los Angeles (CA); Remote; USD 250,000 - 400,000; Full time

Benefits offered by this job

Monthly Lifestyle subsidy

WFH setup allowance

$1500 USD annual Learning &Development

Annual leave with extra UpGuardianDays

18 weeks paid Parental Leave

Personal Leave Allowance

Fully remote working environment

Top-spec hardware

Generative AI subsidy

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 for rapid growth. You will report to the Global VP, Customer Success and lead two CSM Managers, a Digital CS Manager and their teams, shaping the strategy for retention, expansion and renewal across the region.

You will build the maturity framework, define career paths and performance standards, and lead value-based EBRs with senior accounts.

Qualifications

• Senior leadership experience in customer success or post-sale functions.
• Track record scaling CS organizations during growth phases.
• Experience building value-based EBR/QBR programs.

Responsibilities

• Lead and scale AMER Customer Success org to support ARR growth.
• Design and implement customer maturity framework with clear stages.

Skills

CS leadership

Org scaling

SaaS experience

AI/ML in CS

Executive communication

Education

Bachelor's or higher in related field

Tools

ChurnZero/Gainsight

HubSpot/Salesforce

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 for rapid growth. You will report to the Global VP, Customer Success and lead two CSM Managers, a Digital CS Manager and their teams, shaping the strategy for retention, expansion and renewal across the region.

You will build the maturity framework, define career paths and performance standards, and lead value-based EBRs with senior accounts.