Senior Vice President, Customer Success

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Vice President, Customer Success in United States.

This executive role offers the opportunity to lead and transform the entire post-sale customer lifecycle within a fast-growing B2B SaaS organization. You will own the strategy, execution, and performance of Customer Success, driving high retention, multi-product expansion, and measurable outcomes for enterprise clients. The role involves building a scalable Customer Success organization, partnering closely with Sales, Product, Professional Services, and Support, and serving as a strategic voice of the customer at the executive level. Ideal candidates are results-driven leaders with a strong operational mindset, proven ability to manage ARR retention, and experience scaling multi-level CS teams in an enterprise SaaS environment. You will influence growth strategy, champion customer advocacy, and implement operational excellence across all facets of the customer journey.

• Define and execute the overarching Customer Success strategy across adoption, renewals, and expansion, aligned with aggressive growth objectives.
• Partner with the C-Suite and GTM teams to ensure customer feedback informs product roadmap, delivery, and strategic planning.
• Architect and lead structured Customer Advocacy programs, including references, case studies, and user groups, contributing to pipeline generation and market visibility.
• Drive financial outcomes across the installed base, including Gross Retention, Net Revenue Retention (NRR), and logo retention, and maintain accurate renewal forecasts.
• Build and mentor a multi-level Customer Success organization, including CSMs, Onboarding, and Renewals teams, promoting a culture of ownership, preparation, and escalation management.
• Implement tiered service coverage and data-driven playbooks to ensure consistent, high-value customer engagement and operational efficiency.
• Establish cross-functional processes for at-risk accounts, driving resolution of product, data, or support issues and ensuring customer satisfaction.

• 12+ years in B2B SaaS with 7+ years of progressive leadership experience building multi-level Customer Success teams.
• Proven ownership of ARR retention, expansion targets, and customer lifecycle management at scale, preferably in a multi-product SaaS environment.
• Strong operator with expertise in CRM (HubSpot, Salesforce) and Customer Success platforms (Gainsight, ChurnZero, or equivalent).
• Experience working with accounting, finance, or compliance buyers is highly desirable.
• Exceptional executive presence, communication, and influencing skills to engage customers, executives, and board members.
• Expertise in AI tooling, journey orchestration, and digital customer success strategies.
• Strong analytical skills with ability to review dashboards, forecast churn, and make data-driven decisions.

• Competitive salary range: $178,807–$313,693 annually.
• 401(k) plan with employer matching.
• Annual employee development stipend of $2,000.
• Mentorship programs and advancement opportunities.
• Flexible PTO, including 11 holidays and birthday off.
• Parental leave, fertility/adoption assistance, and annual tutoring stipend.
• Health benefits with multiple plan options, free gym membership (office), and catered lunches.
• Casual dress environment and work-from-home support, including signing stipend.
• Sabbatical program after 5 years of service.

Why Apply Through Jobgether?

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

#LI-CL1