VP of Customer Success, AMER — Scale with AI

UpGuard; Chicago (IL); Remote; USD 220,000 - 240,000; Full time

Benefits offered by this job

Monthly Lifestyle subsidy

WFH set-up allowance

Learning & Development allowance

Annual leave: PTO + extra UpGuardian D

Job summary

UpGuard is seeking a Vice President of Customer Success to own the AMER customer base end to end and build the operating model for rapid growth. You will lead two CSM Managers and their teams, drive retention and expansion, and implement a value-based executive business review program across the region.

You will define career paths, establish health metrics, and scale a mature CS organization with both high-touch and digital motions, partnering with Product, Support and RevOps.

Qualifications

• 12+ years in customer success, account management or post-sale leadership in B2B SaaS.
• Proven track record scaling a CS organization through significant growth.
• Experience building an AI-enabled, data-driven CS model with KPI-driven leadership.
• Strong executive presence and ability to engage with key customers.

Responsibilities

• Lead and scale the AMER Customer Success organization across multiple teams.
• Own retention targets (GRR/NRR) and renewal strategies.
• Define maturity frameworks and value-based executive business reviews.
• Partner with RevOps and Product to improve CS tooling and data.

Skills

Executive leadership

SaaS retention

Strategic planning

AI/LLM workflows

Stakeholder management

Education

Bachelor's degree in Business or related field

Cybersecurity or Engineering (edge)

Tools

ChurnZero

Gainsight

HubSpot

Salesforce

Gong

Job description

UpGuard is seeking a Vice President of Customer Success to own the AMER customer base end to end and build the operating model for rapid growth. You will lead two CSM Managers and their teams, drive retention and expansion, and implement a value-based executive business review program across the region.

You will define career paths, establish health metrics, and scale a mature CS organization with both high-touch and digital motions, partnering with Product, Support and RevOps.