VP, Customer Success

Seismic

About The Position

As VP of Customer Success, you will lead strategic initiatives across Seismic’s Customer Success organization, shaping the vision, strategy, and execution for your segment that ensures our customers achieve maximum value from our platform. This high-impact, leadership role spans customer segments from Commercial to Enterprise driving our post-sales engagement, adoption, and expansion strategy. You will be responsible for partnering with our SVP of Customer Success to scale and develop a world-class Customer Success organization, fostering strong customer partnerships, and ensuring our customers realize the full benefits of Seismic’s platform. You will work cross-functionally across Services, Sales, Product, and Marketing to define and implement customer strategy, and will serve as representation and voice of the customer, championing their success at the highest levels of the company. Who you are: 12+ years of experience leading high-performing Customer Success or post-sales organizations in a SaaS environment, with proven success at scale. 5+ years of direct client management experience with enterprise-level customers. Demonstrated ability to design, build, and scale CS organizations and processes. Track record of owning retention, growth, and customer satisfaction metrics across a large customer base. Proven leadership and decision-making capabilities with strong operational rigor. Strong communication and storytelling skills, with the ability to influence internal stakeholders and engage externally with C-level executives. Deep familiarity with SaaS businesses, including metrics, challenges, and lifecycle dynamics. Experience working cross-functionally with Product, Sales, Services, and Marketing to deliver seamless customer outcomes. Strong technical and product acumen, with the ability to translate customer needs into product strategy. Entrepreneurial mindset, adaptable to change, with a focus on solutions and opportunities. Proven track record of defining and optimizing customer success processes to drive scale and impact.

Requirements

12+ years of experience leading high-performing Customer Success or post-sales organizations in a SaaS environment, with proven success at scale.
5+ years of direct client management experience with enterprise-level customers.
Demonstrated ability to design, build, and scale CS organizations and processes.
Track record of owning retention, growth, and customer satisfaction metrics across a large customer base.
Proven leadership and decision-making capabilities with strong operational rigor.
Strong communication and storytelling skills, with the ability to influence internal stakeholders and engage externally with C-level executives.
Deep familiarity with SaaS businesses, including metrics, challenges, and lifecycle dynamics.
Experience working cross-functionally with Product, Sales, Services, and Marketing to deliver seamless customer outcomes.
Strong technical and product acumen, with the ability to translate customer needs into product strategy.
Entrepreneurial mindset, adaptable to change, with a focus on solutions and opportunities.
Proven track record of defining and optimizing customer success processes to drive scale and impact.

Responsibilities

Drive Customer Value & Growth
Ensure every customer experiences consistent, high-quality engagement throughout their lifecycle.
Partner across CS, Sales, Product, Marketing, and Services leadership to drive adoption, retention, and expansion across the customer base.
Provide executive sponsorship and serve as a trusted advisor to C-level customer stakeholders.
Cultivate Deep Product Expertise
Develop and maintain deep knowledge of our platform and its integrations within customer environments.
Ensure the CSM organization is equipped to provide best practices, training, and guidance that maximize customer value and adoption.
Champion product expertise as a differentiator for our team, reinforcing credibility and trust with customers at every level.
Foster a High-Performance Culture
Hire, coach, and develop top talent within your CSM team.
Set and uphold high performance and engagement standards, balancing accountability with empathy.
Cultivate a culture that embodies our mission, vision, and values.
Collaborate Cross-Functionally
Partner with Product leadership to channel customer insights into product strategy and innovation.
Work with Marketing and Sales to align customer advocacy, reference-ability, and expansion opportunities.
Collaborate with Operations and Analytics to ensure data-driven decision-making across the CSM function.
Lead & Scale the Organization
Build and inspire a Customer Success organization that sets the standard for excellence and drives outcomes across all segments.
Build and optimize scalable processes, tools, and metrics that drive efficiency, consistency, and predictable outcomes.