VP, Customer Success

Keyfactor, Inc.

77d

About The Position

The Vice President, Customer Success is responsible for leading the global customer success organization with accountability for customer retention, renewals, adoption, and expansion. This role ensures customers realize the full value of Keyfactor’s solutions while advancing strategic initiatives that strengthen customer outcomes and operational scalability. The Vice President serves as a transformational leader, driving the evolution of customer success through data-driven insights, operational excellence, and AI-enabled tools that improve customer engagement, predictability, and value delivery across the customer lifecycle. The position is based in the United States and can be performed remotely. Applicants must hold US citizenship or US permanent resident status.

Requirements

• Extensive leadership experience (typically 15+ years) in Customer Success, Account Management, or related disciplines within SaaS or enterprise software environments.
• Proven track record driving renewal performance, customer adoption, and expansion in complex, global customer environments.
• Demonstrated success leading organizational transformation and implementing technology-enabled strategies, including AI-based analytics and automation.
• Strong operational, analytical, and strategic planning capabilities with focus on measurable business impact.
• Exceptional executive presence, communication, and stakeholder management skills.
• Bachelor’s degree required; advanced degree preferred.

Responsibilities

• Define and execute the global Customer Success strategy, ensuring alignment with company objectives for sustainable, profitable growth.
• Lead organizational transformation focused on optimizing customer experience, renewals, and expansion through process modernization, automation, and AI-driven insights.
• Serve as a strategic partner to Sales, Product, and Marketing to ensure unified customer engagement and lifecycle management.
• Build a culture of accountability, collaboration, and continuous improvement across all customer success functions.
• Oversee all renewal activities and performance, ensuring predictable revenue and high retention rates.
• Develop frameworks and forecasting methodologies that leverage AI and data analytics to anticipate customer health and renewal risk.
• Drive proactive engagement strategies to reduce churn and increase long-term customer value.
• Lead efforts to accelerate customer adoption and expand product utilization, ensuring measurable business outcomes for customers.
• Establish scalable programs that identify and convert expansion opportunities in partnership with Sales and Account Management.
• Define success metrics and health scoring models using advanced analytics to optimize engagement and growth.
• Oversee the systems, tools, and data models that support customer success operations globally.
• Introduce AI-enabled capabilities that enhance forecasting accuracy, customer insights, and team productivity.
• Drive standardization of playbooks, KPIs, and processes across regions to ensure consistency and efficiency.
• Lead, develop, and mentor a global team of Customer Success Managers, Renewal Managers, and Adoption Specialists.
• Ensure clear role definition, measurable objectives, and continuous skill development aligned with organizational priorities.
• Foster an inclusive, high-performance culture focused on customer impact and cross-functional collaboration.

Benefits

• Second Fridays (a company-wide day off on the second Friday of every month minus November and December of 2025 due to the Holiday schedule).
• Comprehensive benefit coverage globally.
• Generous paid parental leave globally.
• Competitive time off globally.
• Dedicated employee-focused ambassadors via Key Contributors & Culture Committees.
• DIVERSE Commitment, a call to action for a more inclusive and diverse future in business, society, and technology.
• The Keyfactor Alliance Program to support DEIB efforts.
• Wellbeing resources, wellness allowance, mindfulness app free membership, Wellness Wednesdays.
• Global Volunteer Day, company non-profit matching, and 3 volunteer days off.
• Monthly Talent development and Cross Functional meetings to support professional development.
• Regular All Hands meetings – followed by group gatherings.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: Bachelor's degree
• Number of Employees: 501-1,000 employees