VariTec AI

Role & Responsibilities Own end-to-end customer success strategy, ensuring retention, adoption, and growth across enterprise and mid-market accounts. Lead onboarding and implementation to deliver a smooth customer journey from contract signing to go-live. Partner with Product, Sales, and Support teams to drive continuous value and improve customer outcomes. Establish governance and QBR (Quarterly Business Review) processes with key accounts. Build and manage a high-performing Customer Success team with clear KPIs (renewals, NRR, adoption metrics). Develop scalable playbooks for onboarding, health monitoring, and escalation handling. Provide executive-level reporting on customer health, risk management, and upsell opportunities. Represent the voice of the customer” in product roadmap discussions. Drive expansion by identifying cross-sell/upsell opportunities and collaborating with sales. Ensure compliance with customer data security and SaaS industry standards. Preferred Candidate Profile 12–18 years of overall experience, with at least 6+ years in SaaS Customer Success leadership. Proven track record of managing enterprise SaaS accounts with strong retention and growth results. Experience in setting up and scaling Customer Success teams in high-growth SaaS environments. Strong understanding of SaaS metrics (NRR, GRR, churn, adoption, expansion). Demonstrated ability to handle executive stakeholders and C-level customer relationships. Skilled in building structured frameworks for onboarding, adoption, renewals, and advocacy. Excellent communication and executive presence; able to influence across geographies. Prior experience in Life Sciences, Pharma Tech, or Compliance SaaS (preferred but not mandatory). Strong data-driven decision-making skills and ability to work with CRM/CS platforms (Salesforce, Gainsight, Totango, etc.). Ability to thrive in a global, fast-paced, matrix environment.