VP, Customer Success
Reporting to the Chief Customer Officer, the VP of Customer Success will lead and scale a global Customer Success organization across AMER, EMEA, and APAC, focusing on institutional banking, payments, and strategic enterprise customers.
Responsibilities
- Increase renewal rates and reduce churn
- Drive adoption and new business growth
- Improve Net Promoter Score
- Own renewal forecasting, operational excellence, and bookings
- Recruit, build, and lead a global Customer Success organization
- Oversee onboarding, adoption, expansion, and renewal
- Identify and create upsell and expansion opportunities
- Execute Customer Success playbooks and engagement models
- Track customer health and organizational effectiveness
- Develop customer feedback loops and address issues
- Bring customer insight to Product and Engineering
- Partner with Sales, Marketing, Product, and Engineering
- Use AI and automation to scale operations and improve forecasting
Requirements
- 10+ years in the B2B technology industry
- 6+ years leading customer-facing organizations at scale
- Experience running Customer Success for SaaS businesses exceeding $100MM in revenue
- Experience with enterprise or strategic accounts
- Experience in banking, payments, financial services, or regulated technically complex industries
- Analytical and process-oriented mindset
- Competence with AI tools and models
- Technical fluency with sophisticated products and technical buyers
- Experience creating customer programs for satisfaction, retention, and expansion
- Ability to influence through persuasion, negotiation, and consensus building
- Understanding of recurring-revenue business models
- Excellent communication and presentation skills
- Relevant Bachelor's degree preferred
- MBA is a plus
- Ability to travel up to 30%
Benefits
- Target bonus
- Equity grant
- Benefits