VP of Customer Success, Americas - Scale & Retention
UpGuard
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Benefits offered by this job
Job summary
UpGuard is seeking a VP of Customer Success to own the Americas post-sale function and build a scalable operating model for rapid growth. You will lead two CSM Managers, a Digital CS Manager and their teams, drive capacity planning, segmentation and a data-driven approach to renewals, expansions and customer health.
You will design and implement a maturity framework, value-based executive reviews and AI-enabled plays to optimize retention and expansion while partnering with Sales, RevOps and
Qualifications
- 12+ years in customer success, account management or post-sale leadership in B2B SaaS.
- 5+ years leading managers of CSMs.
- Track record scaling a Customer Success organization through growth.
- Experience designing and implementing a customer maturity framework and value-based EBRs.
- Experience with CS platforms such as ChurnZero or Gainsight, and with HubSpot or Salesforce.
Responsibilities
- Lead and scale the AMER Customer Success organization.
- Own the AMER CS capacity model, including book sizing, segmentation, coverage ratios and hiring plan.
- Define career paths, leveling and performance standards for the CSM ladder and run reviews.
- Build a culture of accountability for health, value, and renewals across the book.
- Design and roll out a customer maturity framework with clear entry criteria.
- Lead a value-based executive business review program with regional senior accounts.
- Turn customer signals into prioritized next actions using AI for CS plays and insights.
- Own retention and drive expansion with GRR/NRR targets and renewals.
- Operate as a revenue executive: define KPIs, dashboards and cadence; collaborate with RevOps and regional leaders.
Skills
Tools
Job description
UpGuard is seeking a VP of Customer Success to own the Americas post-sale function and build a scalable operating model for rapid growth. You will lead two CSM Managers, a Digital CS Manager and their teams, drive capacity planning, segmentation and a data-driven approach to renewals, expansions and customer health.
You will design and implement a maturity framework, value-based executive reviews and AI-enabled plays to optimize retention and expansion while partnering with Sales, RevOps and
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