VP, Customer Success

External Postings•Exton, PA

5d•Hybrid

About The Position

The Vice President, Customer Success owns AFS's Customer Success function company-wide, including retention and expansion revenue across the entire AFSVision customer base. This is an executive leadership role accountable for building, staffing, and scaling the Customer Success organization — from Customer Success Managers through Principal CSMs — and for setting the multi-year strategy that turns customer relationships into durable, growing revenue. The role exists to give AFS a single, accountable executive owner for customer retention, expansion, and satisfaction, and to represent the customer's voice at the executive and Board level. The VP, Customer Success Manager has full authority over the Customer Success organization's structure, staffing, and budget, and is accountable for company-wide retention (GRR) and expansion (NRR) revenue targets. The role sets final direction on renewal, expansion, and escalation strategy for the portfolio, hires and manages Principal and Senior Customer Success Managers, and makes resourcing trade-offs across the team. As a member of the extended executive leadership team, this role partners with the SVP Client Services, Sales, Product, and Finance leadership on go-to-market and product strategy, presents customer health and revenue performance to the executive team, and operates within AFS's regulatory and compliance boundaries as an FFIEC-regulated technology service provider.

Requirements

Proven Customer Success executive who has built and led high-performing teams accountable for company-wide retention and expansion revenue.
Prior experience owning a P&L or revenue target at the organizational level.
Demonstrated record of scaling a Customer Success function.
12+ years in customer success, account management, or related revenue leadership in B2B enterprise software, including 5+ years of people leadership.
Demonstrated track record owning company-wide or business-unit-level retention and expansion revenue targets.
Experience building and scaling a Customer Success organization, including hiring, structure design, and leadership development.
Proven ability to present to and influence Boards and executive leadership teams.
Deep experience in financial services, fintech, or another regulated industry strongly preferred.
Strong track record partnering with Sales, Product, and Finance leadership on go-to-market and product strategy.
Experience owning a Customer Success budget and making resourcing trade-offs across a team.
Executive fluency with AI tools and modern Customer Success technology, with experience driving adoption across an organization.

Responsibilities

Own company-wide retention (GRR) and expansion (NRR) revenue targets across the entire AFSVision customer base.
Build, lead, and scale the Customer Success organization, including hiring, team structure, and career paths from CSM through Principal CSM.
Set the multi-year Customer Success strategy and roadmap in alignment with AFS's overall growth goals.
Own and manage the Customer Success budget and resource allocation across the portfolio.
Serve as the final escalation point for AFS's most complex or highest-risk customer relationships.
Represent Customer Success on the executive leadership team and report customer health and revenue performance.
Partner with Sales, Product, and Finance leadership on go-to-market strategy, pricing, and product roadmap priorities.
Define and own company-wide Customer Success metrics and KPIs, including NRR, GRR, health scores, and adoption.
Recruit, develop, and mentor Customer Success leadership.
Set AFS's enterprise-wide AI strategy for Customer Success, championing adoption across the organization.
Own Customer Success input into strategic initiatives such as M&A diligence and portfolio-level renewal risk assessment.
Represent AFS externally with top strategic customers, at industry events, and with analysts.