Senior Vice President of Customer Success

Leah • New York, NY

3d • $190,000 - $220,000

About The Position

Leah empowers enterprises to build, orchestrate, and govern intelligent AI agents across legal, procurement, finance, and beyond. Our solution combines advanced AI with deep domain expertise across three core products: Leah Agentic OS, Leah Contract Lifecycle Management (CLM), and Leah Legal. Founded in 2012, Leah automates complex workflows, connects data silos, and drives measurable ROI at scale. Trusted by over 400 global enterprises and backed by leading investors including Insight Partners and SoftBank, Leah, a ContractPod Technologies Limited company, has been recognized as a CLM Visionary by Gartner for five consecutive years and a Leader in the 2025 IDC MarketScape. Headquartered in London with offices worldwide, we are helping enterprises build the AI intelligent infrastructure of the future.

We are seeking an experienced, visionary, and results-driven Senior Vice President of Customer Success to lead our global Customer Success organization and drive long-term customer value, retention, and revenue growth. As SVP of Customer Success, you will be responsible for defining and executing a world-class customer success strategy that ensures customers achieve measurable business outcomes and maximize the value of their investment in our products and services.

Reporting directly to the Chief Customer Officer, with a dotted-line relationship to the Chief Operating Officer, you will lead a global team of Customer Success leaders and Customer Success Managers. You will play a critical role in shaping and executing the company’s customer-centric vision, ensuring customer success remains a strategic driver of growth, innovation, and competitive differentiation.

This role requires a unique combination of strategic leadership, operational excellence, commercial acumen, and executive customer engagement. You will work closely with Sales, Product, Engineering, Implementation, Support, and Partner teams to create scalable programs that drive adoption, retention, expansion, and customer advocacy throughout the customer lifecycle. As a trusted advisor to both customers and internal stakeholders, you will champion the voice of the customer and help shape the future direction of our business.

We are looking for a leader who is passionate about Artificial Intelligence and its transformative impact on enterprise software, business operations, and customer outcomes. The ideal candidate embraces AI-driven ways of working and has a demonstrated ability to leverage AI technologies to improve productivity, decision-making, operational efficiency, and the quality of customer experiences. They will bring a mindset of continuous innovation, curiosity, and learning, while helping customers and internal teams unlock measurable value through the practical application of AI.

Requirements

• Solid experience in Customer Success, Account Management, or customer-facing leadership roles within a B2B SaaS or technology company.
• Executive or senior leadership experience building and scaling Customer Success organizations.
• Proven track record of driving customer retention, expansion, and Net Revenue Retention (NRR) in high-growth environments.
• Experience working with enterprise and strategic accounts, managing complex stakeholder ecosystems.
• Strong understanding of Generative AI technologies and their business applications, with the ability to engage effectively with executive leadership and technical teams.
• Exceptional strategic thinking, problem-solving, and operational leadership skills.
• Strong technical acumen with the ability to understand product architecture, integrations, and enterprise use cases.
• Experience working with Customer Success platforms (e.g., Gainsight, Totango), CRM systems (e.g., Salesforce), and analytics tools.
• Outstanding communication, executive presence, and stakeholder management skills.
• Ability to thrive in fast-paced, high-growth, and evolving technology environments.

Responsibilities

• Build, lead, and scale a high-performing Customer Success organization, implementing data-driven frameworks, customer health metrics, and lifecycle programs to proactively manage risk and opportunity.
• Act as the executive sponsor for strategic and enterprise customers, developing and maintaining trusted relationships across multiple stakeholder levels, including CEOs, CIOs, General Counsel, business leaders, and other senior executives.
• Lead executive business reviews and strategic customer engagements, serving as an escalation point for complex issues and ensuring long-term customer success and partnership growth.
• Own customer retention, renewals, expansion, and Net Revenue Retention (NRR), partnering with Sales and Account Management to identify and execute upsell and cross-sell opportunities.
• Collaborate cross-functionally with Product, Engineering, Sales, Partners, Implementation, and Support teams to enhance customer outcomes, influence product innovation, and optimize the end-to-end customer experience.

Benefits

• Competitive salary with huge growth and upside potential.
• Paid Health and Wellness Days and comprehensive insurance coverage.
• The ability to make a tangible impact on a global organization shaping the future of Enterprise AI.
• 401(k) / Pension plans with Employer Match.
• Huge growth and upside potential with the ability to make a true impact on a growing start-up organization

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: No Education Listed