Group Vice President of Customer Success

Connectbase•Westborough, MA

About The Position

Connectbase is seeking a Group Vice President of Customer Success to make customers’ investments in its Ecosystem Connected Commerce platform deliver measurable business results and durable growth. The role leads Customer Success across the portfolio and customer segments, establishes a consistent operating model, and remains directly involved with strategic customers and the team. The role is accountable for customer adoption, value realization, retention and renewal readiness, and shares accountability with Sales for expansion and net revenue retention. The Group Vice President will set strategy, develop leaders, and work through account-plan details. This position partners with Service Delivery, Customer Operations, Support, Product, Engineering, Sales, Finance and Revenue Operations to create an accountable customer journey from the initial promise through sustained results. The organization includes three direct reports: the Director of Customer Retention & Renewals, the VP of Customer Success Americas, and the VP of Customer Success overseeing EMEA. Regional teams include 10 Customer Success reports in the Americas and three in EMEA. The role establishes measurable customer success plans and repeatable playbooks; leads retention, renewals and disciplined account growth; coordinates customer outcomes across implementation, data, integrations and technical workflows; and builds a scalable, accountable Customer Success organization. Success is measured through customer value and adoption, recurring revenue performance, and operating effectiveness, against agreed baselines and customer segments. In the first 90 days, the role will assess the team and customer portfolio, meet strategic customers, validate baselines, launch priority risk recovery plans, and agree on an operating plan.

Requirements

Typically 12 or more years in Customer Success, account management or related enterprise software roles; equivalent experience with comparable scope and results is welcome.
At least five years leading teams and developing managers.
A measurable record of improving gross and net revenue retention, reducing churn and contraction, accelerating customer value and growing enterprise relationships.
Experience building or transforming Customer Success in B2B SaaS, vertical software or a data platform with complex workflows, integrations and multiple customer stakeholders.
Strong commercial and financial judgment, including renewal planning, expansion qualification, forecasting, account economics and resource allocation.
Ability to translate technical capabilities, data quality and API adoption into business outcomes and work credibly with technical teams and business executives.
Evidence of leading change across Sales, Delivery, Product and Operations, including influencing teams outside the role’s reporting line.
Strong executive communication, analytical discipline and coaching skills, with the ability to set demanding standards, clarify ownership and follow through on commitments.

Nice To Haves

Experience in connectivity, telecommunications, digital infrastructure, location intelligence, marketplaces or transaction platforms.
Experience with multi-product portfolios or acquired businesses.
Experience with global enterprise customers.
Experience scaling an efficient Customer Success model in a growth-stage business.
Direct telecom experience, alongside proven SaaS Customer Success operating discipline.

Responsibilities

Establish customer success plans with executive sponsors, business baselines, measurable outcomes, adoption milestones, owners and target dates tied to customer priorities.
Build repeatable customer playbooks for buyers, sellers and partners across Discover, Quote, Order, Inventory and Spend, translating platform capabilities into measurable business results.
Run executive value reviews, document results, surface gaps, secure decisions, build relationships beyond a single champion and support customer-led process changes.
Own the Customer Success retention plan, renewal execution through the Retention & Renewals team, account risk assessment and retention forecast.
Identify churn and contraction risks early, assign recovery owners and hold teams accountable for dated actions.
Partner with Sales on account growth plans, qualified expansion opportunities and commercial execution, grounding expansion in outcomes, adoption readiness and credible next use cases.
Develop a consistent renewal process with clear ownership, customer engagement milestones and escalation paths; maintain reliable account and renewal records with Revenue Operations and Finance.
Agree with Service Delivery on acceptance criteria for configuration, data readiness, integrations, user enablement, customer ownership and the first usable workflow.
Engage Customer Success during implementation and carry the success plan into ongoing adoption; track time to first value and sustained value beyond technical go-live.
Make unresolved dependencies and customer commitments visible, with an owner and recovery plan.
Coordinate customer communication and recovery during material escalations while the relevant delivery, support, data or engineering team owns technical resolution.
Help customers establish trusted location, network, pricing and lifecycle data, partnering with data and product teams to address gaps in coverage, freshness, accuracy and permissions.
Drive adoption of integrated workflows and APIs with technical owners, measuring production use, automation and transaction completion.
Help customers activate relevant ecosystem relationships and measure whether buyer, supplier and partner connections produce useful commercial activity.
Hire, coach and develop Customer Success leaders and managers; set standards for account preparation, product and industry proficiency, customer communication, follow-through and measurable results.
Design customer segmentation, coverage, capacity and escalation models based on value potential, complexity, risk and cost to serve.
Use executive engagement, digital programs, education and community as appropriate to customer needs.
Build and validate a customer health model using adoption, outcomes, data readiness, relationship strength, support experience and commercial signals.
Use AI and automation to improve account preparation, risk detection, customer education and team productivity while maintaining permission controls, source verification and human judgment for customer commitments.
Own the Customer Success budget and capacity plan; partner with leadership on incentives that reward durable customer value, retention and qualified growth.
Bring recurring customer evidence into product priorities and build customer advocacy with Marketing.
Assess the team and customer portfolio, meet strategic customers, validate retention, adoption and renewal baselines, launch recovery plans for priority risks, and establish a practical operating plan during the first 90 days.