VP, Customer Success

CLEAR - Corporate•New York, NY

40d•$235,000 - $275,000•Onsite

About The Position

Have you ever had that green-light feeling? When you hit every green light and the day just feels like magic. CLEAR's mission is to create frictionless experiences where every day has that feeling. With more than 30+ million passionate members and hundreds of partners around the world, CLEAR’s identity platform is transforming the way people live, work, and travel. Whether it’s at the airport, stadium, or right on your phone, CLEAR connects you to the things that make you, you - unlocking easier, more secure, and more seamless experiences - making them all feel like magic. The VP, Customer Success is responsible for defining and executing a best in class partner growth strategy that drives adoption, retention, and significant expansion opportunities across our B2B customer base. You will lead a team and carry your own portfolio to ensure exceptional value delivery throughout a partner’s entire lifecycle with CLEAR.

Requirements

12+ years of experience in customer success or account management, ideally in a B2B environment, with at least 7 years in a senior leadership role
Strong analytical skills to assess customer data and feedback, driving actionable insights and improvements
You are customer-centric at your core and are passionate about understanding your customers' organizations, business priorities, and sources of value
Operational rigor and systems thinking across the customer lifecycle
Proven people management skills, with a track record of identifying and developing top performers

Responsibilities

Establish and monitor key performance indicators (KPIs) to measure the effectiveness of customer success initiatives, ensuring accountability and continuous improvement
Identify and capitalize on upselling and cross-selling opportunities, working in partnership with the Sales and Business Development teams to maximize customer lifetime value and drive revenue growth
Report on insights around business performance, customer health scores, and team effectiveness to inform strategic decision-making
Establish and oversee clear forecasting and risk mitigation processes to drive predictable renewals and expansion
Influence across Sales, Business Development, Product and Engineering teams, acting as the voice of the customer and ensuring timely, impactful updates on our roadmap to key customers