Vice President, Customer Success

Focus Technology Solutions Inc•Boston, MA

5d•$160,000 - $200,000

About The Position

We are looking for a dynamic and driven Vice President, Customer Success (VP-CS) who brings energy, adaptability, and a strong sense of ownership to the role. The VP-CS is a senior client-facing leader, a member of the Managed Services Leadership Team and a member of the Focus Management Team. The successful hire will lead the Customer Success organization to improve customer outcomes, drive satisfaction, and retention by partnering with customers on long term IT strategy. The VP-CS and their team ensure high quality delivery of managed services and drive continuous improvement across the organization. The VP-CS owns the operating cadence for customer health-including service levels, risk and escalation management, Post Incident Reviews (PIRs), and Strategic Business Reviews. The VP-CS collaborates cross functionally with Leadership, Service Delivery, Technology Operations, Security, Technology Practices, Finance, and Sales to drive customer value realization, change management, scope and accountability.

Requirements

Self-starter/self-motivated and driven for success
Executive presence and exceptional client relationship skills; comfortable engaging C‑suite stakeholders
Team builder, leverages the skills and potential of others to improve the individuals and the team performance
Maintain a high level of professionalism and a courteous demeanor
General IT knowledge across key domains: Operations (ITIL), IT Service Management, Cloud Computing, Networking, Security, Collaboration and End User Computing
Strong analytical and operational discipline; effective use of data to prioritize and drive improvements
Negotiation, conflict management and escalation
Exceptional client relations skills to engage and service clients effectively
Effective critical thinking, analytical, and problem-solving skills to obtain business solutions
Adaptability to changing priorities, as needed
Excellent verbal and written communication skills – including the ability to actively listen to clients and fellow employees and respond appropriately
Commitment to self and team – constantly willing to learn, grow and improve while also remaining humbly confident to coach peers
Minimum ten years of professional experience in an IT environment with at least 5 years of management experience
Bachelor's Degree Required (Business/Communications Preferred)
Valid driver's license and access to transportation preferred
Ability to work in-office, at customer sites and/or remotely as required

Nice To Haves

Master's Degree Preferred or Comparable Certification in Related Field
Completion of related-IT training, whether it be through a degree program or certification

Responsibilities

Define and execute the Customer Success strategy across onboarding, adoption, service delivery alignment, renewal readiness, and expansion identification.
Establish and monitor customer health metrics (e.g., SLO/SLA attainment, CSAT/NPS, escalations, PIR trends, renewal risk) and drive corrective actions.
Lead quarterly (or agreed cadence) strategic reviews that create customer roadmaps aligned to IT best practices and business objectives.
Serve as an executive sponsor for key accounts; build trusted relationships with customer stakeholders and guide decision making.
Drive the Post Incident Review (PIR) program to deliver actionable findings, prevent recurrence, and improve overall service quality.
Partner with internal leaders to identify systemic issues, prioritize improvements, and standardize best practices across managed services.
Ensure scope adherence and lead change order identification and structuring.
Coordinate with Sales and Account Executives on commercial opportunities.
Partner with Finance to ensure billing completeness, timeliness, and accuracy, and validate alignment between contracted scope and invoicing.
Build, coach, and retain a high performing Customer Success team by clarifying roles, expectations, and career development paths.
Create repeatable playbooks, training programs, and enablement strategies to scale and mature the customer experience.
All other duties, as assigned.