Vice President of Customer Success
VP of Customer Retention & Success
Are you a product-led Customer Success executive with a track record of improving gross retention and scaling operational excellence?
Our client, a rapidly growing Salesforce ISV with deep enterprise adoption, is hiring a VP of Customer Retention & Success to lead their global post-sales organization. This role owns a core company objective: move gross retention through measurable outcomes, executive alignment, and a disciplined retention motion.
What You’ll Do
- Lead and unify Customer Success, Support, Technical Architecture, and Operations across the US and India
- Build a proactive retention strategy backed by forecasting rigor and data-driven lifecycle standards
- Elevate executive engagement and ensure customers realize continuous product value
- Define operating cadence, KPIs, playbooks, and scalable processes for all post-sales functions
- Partner closely with Product & Engineering to influence roadmap and drive adoption
- Guide enterprise customers through major product transitions and migrations
What You Bring
- Proven success improving gross retention within a SaaS product organization
- Leadership of multi-disciplinary post-sales teams beyond IC Customer Success
- Strong operational management skills and accountability culture
- Experience with enterprise ARR portfolios and product migrations at scale
- Executive presence and confidence influencing senior stakeholders
Why This Role
- Direct impact on one of the most strategic growth levers in the business
- Strong product-market fit with significant expansion runway
- Executive sponsorship and visibility at the highest levels
- Global remit with flexibility to hire and lead top talent anywhere
If you’ve driven retention gains before and are ready to shape a world-class customer organization, we’d love to connect. Message directly or apply confidentially to learn more.