Senior Vice President Customer Success (New Jersey)
About The Position
About the Role Enterprise Alumni is the market leading Alumni engagement platform, building a category-defining environment for alumni and professional networks focusing on the financial sector . As we scale globally, Customer Success is central to our growth strategy. We’re looking for a Senior Vice President of Customer Success to lead and scale our global CS organization. This is an executive role with clear ownership of retention, expansion, and customer value , working closely with Sales, Product, and Engineering to turn customer outcomes into predictable growth. Based in New Jersey, you’ll lead a distributed team across Europe and the US , operating at the intersection of enterprise SaaS and financial-sector expectations.
Requirements
- 12+ years in Customer Success, Account Management, or Client Services
- 5+ years in a senior leadership role within B2B SaaS
- Proven experience owning retention, renewals, and expansion revenue
- Experience scaling teams in a VC-backed or high-growth environment
- Track record managing distributed teams
- Comfortable working with enterprise customers and regulated industries
Nice To Haves
- Experience in financial services, professional networks, or alumni platforms
- Familiarity with GDPR, SOC 2, ISO 27001, or similar standards
- Experience partnering with Product in a product-led growth environment
Responsibilities
- Own growth through customers
- Lead global strategy for retention, renewals, expansion, and adoption
- Own key metrics including NRR, churn, expansion revenue, onboarding time, and customer health
- Partner with Sales on forecasting, renewals, and account expansion
- Build and scale a world-class CS organization
- Hire, develop, and lead high-performing teams across time zones
- Build strong management layers, playbooks, and operating rhythms
- Create clear career paths and performance standards as we scale
- Be the executive voice of the customer
- Build trusted relationships with senior stakeholders at financial institutions and alumni networks
- Personally sponsor strategic and at-risk enterprise accounts
- Represent customer insights at exec, board, and investor level
- Influence product and company direction
- Partner closely with Product and Engineering to shape roadmap priorities
- Translate customer feedback into scalable product and process improvements
- Ensure customer experience aligns with financial-sector expectations around data, security, and compliance
- Design for scale
- Implement systems, tooling, and data to support a fast-growing SaaS business
- Create repeatable, global CS models while allowing for regional nuance
- Balance speed, quality, and consistency in a high-growth environment
Benefits
- Direct impact on revenue, product direction, and company strategy
- Work with sophisticated enterprise customers in the financial sector
- Lead a global team during a critical scale-up phase
- Competitive compensation, meaningful equity, and long-term upside
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What This Job Offers
Job Type
Full-time
Career Level
Executive
Education Level
No Education Listed
