Vice President, Customer Success

Esko, a Veralto company • Broomfield, CO

1d • Remote

About The Position

The VP, Customer Success is a senior leadership role responsible for driving customer adoption, value realization, retention, and expansion across the customer lifecycle. This role owns Customer Success Management, Customer Onboarding, Customer Support, and Customer Training, with a primary mandate to maximize Net Revenue Retention (NRR) through proactive engagement, structured lifecycle management, and scalable enablement programs. The role will lead and develop global teams, establish best-in-class operating models, and partner closely with Sales, Product, Finance, Engineering, and Marketing to deliver measurable customer and business outcomes. Reporting: Solid line to TraceGains President, dotted line to Esko’s Chief Customer Experience Officer Key Objectives: Drive Net Revenue Retention (NRR) through renewals, price uplift, expansion, and churn reduction Ensure fast, high-quality time-to-value (TTV) through onboarding, education and training Build a scalable, data-driven Customer Success model aligned to customer segments Translate customer outcomes into predictable growth and long-term value Deliver fast, quality customer support measured with OTD and FTR

Requirements

• 8–12+ years of experience in Customer Success, scaling function in global B2B SaaS company focus midmarket
• Proven leadership experience managing CS, onboarding, and/or enablement teams, with hands-on interaction with customers and internal stakeholders
• Strong track record of driving NRR, renewals, price uplift and expansion
• Strong analytical skills with ability to turn data into action
• Executive-level communication and stakeholder management skills
• About 30% travel required for leadership and department meetings, company events, customer/network meetings and events.
• Successful completion of a drug and background screening process including, but not limited to, employment verifications, criminal search, OFAC, SS Verification, as well as credit screening, where applicable and in accordance with federal and local regulations
• Bachelor’s degree is required.

Nice To Haves

• Master degree a plus
• Familiarity with CS platforms (e.g., Gainsight, Totango), CRM, and LMS tools
• Background working closely with Product and Sales leadership
• Experience with both enterprise and mid-market customer models
• Agile, adaptable leader who thrives in environments of rapid change.
• High urgency and restlessness paired with resilience.
• Inspirational leadership with strong business vision and collaboration skills
• Passion to get things done through others, with a focus on empowering teams to make them effective.
• Excellent team player, motivates and inspires people
• Understands the need to, and can pragmatically handle, the balance of short-term priorities that deliver results in year, versus the medium- and longer-term transformational priorities needed for future success.
• Excellent communication, written and oral and presentation skills.
• Building trust with the organization

Responsibilities

• Customer Success & Revenue Retention Own and deliver net revenue retention (NRR), gross retention, churn, and expansion targets Lead renewal strategy in partnership with Sales, including risk identification and mitigation Bring sophisticated management and problem-solving skills to customer escalations, leading to the best possible resolutions Establish proactive customer health scoring, success plans, and executive engagement motions Promote our core values of one-to-many solutions against customer demands for customized solutions
• Onboarding & Time-to-Value Own the end-to-end customer onboarding experience, from handover to go-live Reduce time-to-value through standardized onboarding frameworks and success milestones Work actively with Sales and prospects, guiding them on difficult implementation, technical, security, and infrastructure related questions around TraceGains solutions. Ensure onboarding is tightly aligned with customer outcomes, use cases, and success criteria Continuously improve onboarding efficiency, quality, and customer satisfaction
• Customer Training & Education Own the customer training strategy, including onboarding, adoption, and advanced enablement Build customer self-help content that accounts for learning preferences, improving customer experience and reducing TraceGains delivery costs. Ensure training and customer materials directly supports product adoption, expansion readiness, and renewal success Partner with Product to ensure training reflects product evolution and best practices
• Customer Support Lead and scale global customer support operations, delivering timely, high-quality issue resolution across all channels while consistently meeting SLAs, CSAT, and operational performance targets Define and continuously improve support processes, systems, and knowledge assets, driving efficiency, consistency, and proactive issue prevention in close partnership with Product and Engineering Represent the voice of the customer through support insights, identifying trends, managing executive-level escalations, and influencing cross-functional priorities
• Leadership & Team Development Have integrity, trust, and honesty: ability to fully engage in positive conflict of ideas and then fully committing to the course of action even if there is not 100% consensus Lead, coach, and develop high-performing teams across his/her organization Define clear roles, responsibilities, and career paths within the CS organization Foster a strong culture of accountability, customer empathy, and commercial mindset Scale delivery capacity while continuously improving gross margins
• Strategy, Process & Tooling Define and evolve the Customer Success operating model, including playbooks and governance Implement and optimize CS tooling (CRM, CS platforms, LMS, analytics) Establish KPIs, dashboards, and executive reporting focused on retention and growth Use customer insights and data to drive continuous improvement and strategic decisions
• Cross-Functional Collaboration Partner with Sales on renewals, price uplift, expansions, and account planning Work closely with Product and Engineering to influence roadmap priorities based on customer insights Align with Marketing on customer advocacy, references, and lifecycle communications

Benefits

• Health, dental, vision, life insurance, AD&D, STD, and LTD coverage, supplemental (accident, hospital & indemnity, and hospital) coverage, paid parental leave, pet insurance, identity theft, and more!
• Fully remote work environment
• Flexible paid time off available on your date of hire
• A 401(k) plan and company match for saving for your future
• Company Paid Volunteer Days
• Advancement opportunities and promoting from within

What This Job Offers

• Job Type: Full-time
• Career Level: Executive