Associate Vice President, Customer Success - Tier 1 & National Accounts

Calix

10d•Remote

About The Position

The Calix platform enables Communication Service Providers (CSPs) of all sizes to transform and future-proof their businesses. Through real-time data, automation, and actionable insights delivered via Calix One — our cloud-first, AI-powered platform — CSPs can simplify operations, collapse cost, and accelerate innovation. Calix One brings together the automation of everything and the experience of one, empowering customers to deliver differentiated subscriber experiences while driving acquisition, loyalty, and revenue growth. This is the Calix mission: to enable CSPs of all sizes to simplify, innovate, and grow, strengthening both their businesses and the communities they serve. The broadband industry is currently on an evolutionary journey and doing so at a rapid pace. We too are evolving to meet the exciting market demand. Our culture has won awards for executive leadership and employee diversity, and received top ratings from our engineering, sales, and product design teams. We are also a top-ranked company on Glassdoor. The Calix Field Success organization is seeking an exceptional leader to drive Customer Success for our Tier 1 and National customers. Reporting to the SVP Worldwide Leader of Field Success & Technical Support, this role is responsible for leading executive-level strategic relationships across our largest, most complex, and most strategic accounts. This leader will drive rapid value realization, customer retention, expansion revenue, and overall customer lifetime value. You will lead a high-performing team that partners directly with senior leaders within Tier 1 and national accounts to deliver breakthrough business outcomes powered by the Calix next-generation platform. In this role, you will operate as a true enterprise orchestrator, partnering closely with internal executives and cross-functional teams across Sales, Marketing, Product, and Services to ensure we consistently show up to customers as One Calix

Requirements

10+ years of leadership experience in Customer Success or enterprise software/platform roles.
8+ years of industry experience with deep knowledge of Tier 1 communication providers and their unique challenges.
Demonstrated ability to influence and collaborate across diverse internal and external stakeholder groups.
Exceptional communication skills—written, verbal, and public speaking—with a talent for storytelling.
Strong influencing and negotiation capabilities at the executive level.
Known for a bias toward action, resilience, and adaptability in dynamic environments.
Comfortable in driving immediacy to outcomes with incomplete information.
Track record of scaling high-performing teams that deliver measurable results.
Willingness to travel up to 40% domestically.

Nice To Haves

Preferred experience in international markets, ideally with direct operational or strategic involvement.
Experience leveraging AI tools to drive innovation, productivity, and problem-solving.

Responsibilities

Define and execute Customer Success strategy for Tier 1 and National accounts
Drive measurable customer business outcomes including subscriber growth, retention, ARPU expansion, CSAT, and operational efficiency
Accelerate adoption and operationalization of Calix One platform capabilities
Serve as a trusted strategic advisor to C-suite and executive customer stakeholders
Partner with sales leadership on strategic account planning, white space analysis, and expansion opportunities.
Lead quarterly business reviews with executive sponsors, demonstrating business value and ROI.
Partner with Sales to drive expansion, renewal strength, and long-term value realization
Translate customer business priorities into scalable Success plays and engagement models
Expand adoption of subscription and platform across strategic accounts
Build and scale segment-specific Success motions tailored to Tier 1 complexity and operating models
Attract, develop, and retain high-performing global teams
Build future-ready talent through career pathing, skills development, and leadership coaching
Foster a culture of accountability, customer obsession, innovation, and measurable impact
Operate with agility and decisiveness, even in ambiguous or rapidly changing environments.
Build trust and credibility by consistently operating in alignment with Calix core values.
Cultivate trusted relationships with senior customer executives and aligning success delivery to their strategic KPIs.
Advocate for the voice of the customer at the Calix leadership level, influencing product, strategy, and operations
Shape go-to-market strategy for strategic accounts and national programs
Represent Calix at industry events, executive briefings, and thought leadership forums