Vice President, Customer Success

Stratus•,

1d•Hybrid

About The Position

The Vice President of Customer Success is responsible for developing and executing the organization's customer success strategy to maximize customer retention, satisfaction, growth, and advocacy. This executive leader will oversee a team of Customer Success Managers (CSMs), establish scalable customer engagement programs, and partner cross-functionally with Operations, Sales, Marketing, and Product teams to ensure a world-class customer experience. The VP of Customer Success serves as the voice of the customer within the organization, driving initiatives that improve customer outcomes, strengthen long-term partnerships, and support revenue growth through retention, expansion, and customer loyalty. The VP will be evaluated on their ability to drive customer retention, revenue growth, and overall customer satisfaction. Key measures of success include improving retention rates, increasing net revenue retention through account expansion, enhancing customer satisfaction (CSAT) and advocacy (NPS), driving product adoption, growing revenue within strategic accounts, developing high-performing Customer Success Managers, and maintaining consistent executive engagement through timely completion of Quarterly Business Reviews (QBRs).

Requirements

Bachelor's degree in Business Administration, Marketing, Communications, or a related field required.
10+ years of progressive leadership experience in Customer Success, Account Management, Operations, or related customer-facing functions.
Experience supporting national accounts within manufacturing, professional services, staffing, facility services, or similar service-based organizations.
Demonstrated success leading customer retention and revenue growth initiatives.
Proven experience managing strategic customer relationships with multi-million-dollar accounts.
Experience developing customer success programs, KPI frameworks, and executive-level reporting.
Executive presence with the ability to influence stakeholders at all organizational levels.
Strong change management and organizational leadership capabilities.
Proven ability to build, coach, and retain high-performing teams.
Strategic thinker with strong business acumen and customer-centric decision-making skills.
Exceptional verbal, written, presentation, and negotiation skills.
Ability to conduct executive-level presentations and effectively engage large audiences.
Strong analytical and problem-solving abilities with the capability to identify trends and translate data into actionable business strategies.
Experience with CRM, customer success, and reporting platforms preferred.
Strong understanding of customer lifecycle management and customer success best practices.
Ability and willingness to travel up to 25% nationwide to support customer meetings, business reviews, presentations, industry events, and strategic initiatives.

Nice To Haves

MBA or advanced business degree preferred.

Responsibilities

Lead, mentor, and develop a high-performing team of Customer Success Managers, fostering a culture centered on customer outcomes, accountability, and continuous improvement.
Establish clear performance expectations, coaching plans, and professional development opportunities for team members.
Promote a customer-first mindset across all customer-facing functions.
Ensure Customer Success Managers effectively manage strategic customer portfolios, including maintaining a minimum of five key accounts generating over $1 million in annual revenue through multiple service offerings.
Drive customer retention, renewal, and expansion strategies that contribute to sustained revenue growth.
Partner with Sales leadership to identify and execute upsell and cross-sell opportunities within existing accounts.
Develop and maintain a structured customer engagement framework, including: Quarterly Business Reviews (QBRs), Executive Business Reviews, Customer communication cadence plans, Account health monitoring programs, Customer success playbooks.
Establish and monitor key performance indicators (KPIs), including: Customer Satisfaction (CSAT), Net Promoter Score (NPS), Customer Retention Rate, Revenue Retention, Customer Lifetime Value, Product Adoption Metrics.
Ensure Customer Success Managers proactively identify customer risks, retention challenges, and opportunities for increased customer value.
Implement reporting processes that provide visibility into customer health, retention forecasts, and team performance.
Champion customer feedback throughout the organization and ensure customer insights are communicated effectively to internal stakeholders.
Measure and improve the team's ability to identify customer pain points and collaborate with Sales, Operations, and Product teams to address them.
Develop customer reference and advocacy programs that strengthen brand loyalty and support business growth.
Partner with Operations, Sales, Marketing, and Product teams to ensure alignment on customer experience objectives and business priorities.
Ensure customer needs remain central to strategic and operational decision-making across the organization.
Collaborate with leadership teams to drive continuous improvements in products, services, and customer-facing processes.
Design and implement customer success strategies that support organizational growth goals while enhancing customer satisfaction and retention.
Oversee the customer journey from onboarding through renewal, ensuring a seamless and positive customer experience at every stage.
Identify customer experience gaps and lead initiatives that improve service delivery and customer outcomes.
Proactively identify customer-related risks and develop mitigation strategies to protect customer relationships and revenue.
Evaluate and optimize customer success technologies, platforms, and processes to improve efficiency and scalability.
Stay informed of industry trends, best practices, and emerging technologies to ensure the organization maintains a competitive advantage in customer success.
Develop and manage departmental budgets, ensuring effective allocation of resources to achieve strategic objectives.
Analyze customer success performance data and business metrics to support informed decision-making and continuous improvement efforts.