Vice President, Customer Success

Remitly • Philadelphia, PA

1d • $129,200 - $303,300

About The Position

As Vice President of Customer Success for the Academic & Government (A&G) organization in the Americas you will be at the forefront of scaling and optimizing our global post-sales organization. This is a highly visible, strategic leadership role that will shape and drive customer experience across onboarding, adoption, retention, expansion, and advocacy. This role is part of the senior A&G leadership team and reports to the SVP of Customer Success. The VP will partner closely with stakeholders across Product, Sales, Marketing, Operations, and Technology. You will lead transformational initiatives, mentor and develop a world-class team, and serve as a key succession candidate for broader executive leadership within Elsevier.

Requirements

• Proven track record (12+ years) in SaaS customer success, post-sales, or professional services leadership, including global, matrixed team management.
• Minimum of 5 years in a senior executive role (VP or equivalent) managing regional or global CS organizations.
• Demonstrated experience leading large-scale customer success/engagement teams and managing managers/leaders in a high-growth SaaS environment.
• Demonstrated success driving renewals and expansion in a B2B SaaS or analytics[1]driven environment, ideally within academic, scientific, or governmental sectors.
• Excellent executive presence, influencing, and communication skills — comfortable engaging at the C-level internally and externally.
• Strategic systems thinker with a data-driven approach to decision-making, operational design, and leadership.
• Deep knowledge of customer success best practices, digital engagement models, and success platforms (Gainsight, Salesforce)
• Technology-forward mindset with fluency in CS platforms and automation tools; able to collaborate with Product and Engineering on data-driven solutions.
• Experience operating effectively within an international, matrixed organization.

Nice To Haves

• MBA or advanced degree preferred.

Responsibilities

• Strategic Leadership & Organizational Scale • Review existing processes and continue to iterate and implement a customer success strategy focused on CSM contributions to value realization, renewals, and growth.
• Advance the organization toward a tech-enabled, solutions-focused model inspired by best practices in the technology industry.
• Evolve the current structure into a mature, scalable operating model for a global Customer Success organization.
• Serve as a thought partner to the SVP and senior leadership, contributing to the long[1]term roadmap for Customer Success at Elsevier.
• Team Development • Lead and inspire a high-performing team of regional leaders and their organizations; provide mentorship, performance management, and professional growth paths.
• Foster a strong culture of accountability, innovation, and customer-centricity.
• Oversee organizational change management to support scale, role clarity, and performance optimization.
• Customer Retention, Growth & Advocacy • Partner with Sales, Marketing and Product leaders to drive engagement strategies that reduce churn, increase renewal rates, and expand customer footprint.
• Ensure teams build strategic relationships with institutional customers, functioning as trusted advisors to product champions, senior academic and government stakeholders.
• Drive customer advocacy, NPS, and customer health metrics through data-informed decision-making and proactive engagement strategies.
• Operational Excellence & Enablement • Lead and contribute to cross-functional initiatives in CSM enablement, Operations, Success Planning, and Customer Impact Management
• Champion the development of tooling, dashboards, and processes to measure customer success outcomes globally.
• Use metrics, analytics, and feedback loops to continuously refine engagement strategy and customer experience across regions.

Benefits

• We promote a healthy work/life balance and provide various well-being initiatives, shared parental leave, study assistance, and sabbaticals to help you meet both your immediate responsibilities and long-term goals.

What This Job Offers

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