Vice President of Customer Success

PaneraTech, Inc.•Chantilly, VA

168d

About The Position

As the Vice President of Customer Success, you will lead PaneraTech’s global customer success strategy, ensuring the retention, satisfaction, and growth of our B2B client base. This is a senior leadership role where you'll define and scale a high-impact Customer Success function that accelerates AI adoption and delivers measurable value for our enterprise clients. You will be instrumental in driving customer-centric transformation, partnering closely with the executive team, and shaping the future of how industries harness AI. You will also work internally to make sure that all departments are aligned on the end vision that we share with the customer. This role is ideal for a strategic, customer-obsessed executive with a track record of driving digital transformation and managing enterprise-level relationships at scale.

Requirements

Proven track record of managing complex enterprise relationships and driving technology adoption.
Customer Success software implementation and institution of best practices for Customer Success
Demonstrated ability to see customers through a full life cycle with successful renewals
Strong understanding of enterprise SaaS solutions and digital transformation concepts.
Exceptional writing, communication and presentation skills.
Comfortable explaining AI concepts to both technical and non-technical stakeholders.
Ability to think strategically while driving operational excellence and tactical execution.
Analytical mindset with strong command of KPIs, forecasting, and data-driven decision-making.
Strong leadership and collaboration skills with a results-driven mindset.
Bachelor’s degree in Business, or related field
10+ years of experience in customer success, account management, or enterprise SaaS leadership, with at least 5 years in a senior or executive role

Nice To Haves

MBA preferred.

Responsibilities

Define and execute the company’s global customer success strategy to ensure client satisfaction, retention, and expansion.
Partner with the executive team to align customer success initiatives with PaneraTech’s strategic objectives and revenue goals.
Establish a metrics-driven culture of performance, accountability, and continuous improvement within the Customer Success organization.
Create strong, long-lasting relationships with stakeholders across technical and business teams.
Build out a Successful Enterprise Customer Success team from the ground up.
Partner with clients to design and execute AI adoption roadmaps.
Guide customers through implementation and change management processes, ensuring internal alignment and stakeholder buy-in.
Identify barriers to AI adoption and help customers overcome challenges related to data, workflows, or internal knowledge gaps. Relay back to the internal team about barriers and issues customers are facing.
Lead smooth onboarding processes for new clients, setting clear expectations and delivering early wins.
Monitor customer health through usage metrics, sentiment, and feedback; intervene proactively to address risks.
Conduct quarterly business reviews (QBRs) to demonstrate ROI, promote AI maturity, and uncover expansion opportunities.
Be the voice of the customer internally, collaborating closely with Product, Engineering, Sales, and Support to champion customer needs and influence roadmap priorities.
Lead initiatives to reduce friction in adoption by identifying systemic challenges related to data readiness, workflows, or product usability.
Drive internal change by synthesizing insights from the field into actionable feedback loops for continuous product and process improvement.