VP, Customer Success

Uniphore•Palo Alto, CA

14d

About The Position

We're looking for an experienced Vice President, Customer Success to lead the global post-sales customer journey and build a high-performing CX organization focused on driving customer value, retention, expansion, and advocacy. In this fast-paced, dynamic role, you'll be at the heart of ensuring customers realize the full impact of Uniphore’s product suite. You'll own the entire lifecycle—from onboarding and enablement through adoption, expansion, and renewal—while working closely with Sales, Delivery, Product, Engineering, Marketing, and senior leadership to integrate customer insights into the roadmap and go-to-market strategy and deliver against ambitious growth and retention goals. This is a role for someone who thrives in a high-growth, innovative environment where priorities shift quickly; hands-on problem-solving is constant, and there's never a dull moment. You'll be expected to define and operationalize a scalable CS strategy, implement processes, playbooks, tools, and KPIs that monitor customer health and value realization, act as an executive sponsor for strategic accounts, and drive cross-functional alignment to ensure seamless handoffs and on-time delivery of outcomes committed in the contract. If you're energized by the challenge of moving at the speed of light, passionate about customer outcomes, and ready to build a world-class CS function with a measurable impact on net retention and expansion, this opportunity is for you.

Requirements

10+ years of experience in Customer Success, Account Management, or related roles, including 5+ years in senior leadership building and scaling a global CS organization (CSMs, Support, Onboarding, Enablement)
Proven success leading Customer Success in B2B SaaS or AI-driven technology, driving enterprise retention, expansion, and advocacy across complex, data-centric products
Exceptional leadership, communication, and executive presence; comfortable engaging at the C-suite and influencing senior stakeholders
Data-driven operator who defines and manages KPIs, customer health scores, and voice-of-customer programs to improve adoption, renewals, and expansion outcomes
Demonstrated ability to build CS infrastructure from the ground up—processes, playbooks, and tooling—and to coach and develop high-performing teams
A growth mindset and true flexibility; thrives in a fast-moving, high-growth environment while fostering accountability, customer empathy, and continuous improvement
Deep cross-functional collaboration experience with Sales, Delivery/Professional Services, Product, Engineering, and Marketing; familiarity with AI/ML (including generative/agentic AI), data governance, and model lifecycle management—experience with contact center and marketing functions is a plus

Responsibilities

Own the end-to-end post-sales customer journey—including onboarding, enablement, adoption, renewal, expansion, and advocacy—setting the strategy and operating model that deliver measurable customer outcomes and long-term retention
Build, lead, and scale a high-performing global Customer Success organization (CSMs, Support, Onboarding, Enablement), establishing clear roles, processes, and operating rhythms that drive consistency and impact
Define and execute a data-driven Customer Success roadmap—developing playbooks, health models, and success plans; instituting KPIs and dashboards; and using insights to proactively reduce risk and unlock expansion
Serve as executive sponsor for strategic accounts—cultivating C-suite relationships, guiding executive business reviews, and resolving escalations to protect and grow enterprise partnerships
Partner cross-functionally with Sales, Delivery/Services, Product, Engineering, and Marketing to ensure seamless handoffs, accelerate time-to-value, and channel the voice of the customer into product and go-to-market decisions
Implement and optimize Customer Success tools and systems to capture product usage, value realization, and customer feedback—connecting outcomes to contractual commitments and informing forecasting
Recruit, mentor, and develop CS leaders and ICs—building a culture of accountability, customer empathy, and continuous improvement through coaching, enablement, and performance management
Track, analyze, and report on retention, expansion, and advocacy metrics—owning forecasts for gross and net revenue retention, identifying trends and opportunities, and communicating progress and recommendations to senior leadership

Benefits

Executive scope and autonomy – Lead the entire post-sales customer journey—owning strategy, org design, and outcomes across onboarding, adoption, expansion, and renewal
High-growth, innovative environment – Operate in a fast-moving setting where you’ll shape how customers realize value from complex, data-centric products
Cross-functional influence – Partner closely with Sales, Delivery, Product, Engineering, and Marketing to translate customer insights into roadmap and go-to-market action
Build and scale – Design and implement the processes, playbooks, KPIs, and tooling that underpin a global, data-driven Customer Success organization
Team leadership – Recruit, mentor, and develop high-performing CS leaders and ICs while fostering a culture of accountability, empathy, and continuous improvement
Executive visibility and impact – Collaborate with the executive team, sponsor strategic accounts, and elevate customer advocacy through references and case studies
competitive base pay
annual incentive opportunity based on target achievement
pre-IPO stock options
benefits including medical, dental, vision, 401(k) with a match, and more
generous paid time off
paid holidays
paid day off for your birthday
other paid leave policies to support employees through all phases of life