Head of Customer Success

We are seeking a dynamic and visionary Vice President – Customer Success to lead our customer engagement strategy across all divisions. This is not a traditional CS leadership role — we are looking for a well-rounded executive who combines multidisciplinary insight, strategic thinking, and operational excellence to deliver long-term value to our customers and our business.

This role is central to driving cross-functional alignment, ensuring world-class service delivery, and nurturing deep client relationships built on trust, results, and shared goals.

Key Responsibilities:

Strategic Leadership

• Define and execute a company-wide customer success strategy, aligned with our long-term business objectives.
• Partner with executive leadership to influence product, operations, compliance, and delivery models with the voice of the customer.
• Lead cross-functional initiatives to enhance customer satisfaction, retention, and growth across all client segments.

Client Relationship & Account Management

• Build and maintain trusted relationships with key clients, acting as a strategic advisor who understands both technical and business challenges.
• Drive value-added engagements by deeply understanding client goals and aligning solutions to outcomes.
• Create and monitor KPIs for client health, satisfaction, and renewal/expansion metrics.

Service Delivery Oversight

• Ensure operational excellence in all aspects of service delivery, particularly in complex or high-value accounts.
• Oversee outsourcing and delivery teams, ensuring accountability to client expectations and internal standards.
• Collaborate closely with internal stakeholders (Sales, Product, Operations, and Compliance) to improve customer experience.

Team Leadership & Development

• Build and lead a high-performing, multidisciplinary customer success organization.
• Mentor directors and managers across service delivery, client management, and CS operations.
• Foster a culture of ownership, excellence, and continuous improvement.

Business and Technical Acumen

• Use data and customer insights to inform strategic decisions.
• Collaborate with Product and Engineering to influence roadmap priorities based on customer needs.
• Understand and communicate complex technical solutions in a clear and business-focused way.

Qualifications:

• 10+ years of progressive leadership experience in Customer Success, Account Management, Strategy, or Operations, ideally in B2B or enterprise environments.
• Proven track record of leading cross-functional teams and scaling CS organizations across diverse industries.
• Strong understanding of compliance, delivery models, and operational frameworks, especially in regulated industries.
• Experience working with outsourced and internal service delivery models.
• Exceptional communication, negotiation, and stakeholder management skills.
• Strategic thinker with a bias for action, capable of moving between high-level vision and tactical execution.
• Bachelor's degree required; MBA or advanced degree preferred.