VP of Customer Success

Leah•New York, NY

75d•$160,000 - $200,000•Hybrid

About The Position

Leah empowers enterprises to build, orchestrate, and govern intelligent AI agents across legal, procurement, finance, and beyond. Our solution combines advanced AI with deep domain expertise across three core products: Leah Agentic OS, Leah Contract Lifecycle Management (CLM), and Leah Legal. Founded in 2015, Leah automates complex workflows, connects data silos, and drives measurable ROI at scale. Trusted by over 400 global enterprises and backed by leading investors including Insight Partners and SoftBank, Leah, a ContractPod Technologies Limited company, has been recognized as a CLM Visionary by Gartner for five consecutive years and a Leader in the 2025 IDC MarketScape for AI - Enabled Buy - Side CLM Applications. Headquartered in London with offices in New York, Glasgow, San Francisco, Toronto, Sydney, Mumbai, and Pune, we're helping enterprises worldwide build the AI intelligent infrastructure of the future. Join our team and shape what's next in enterprise AI. We are seeking an experienced and visionary Vice President of Customer Success to lead the global Customer Success organization and drive long-term customer value, retention, and expansion. As the VP of Customer Success, you will define and execute the overall customer success strategy, ensuring our customers realize measurable outcomes and maximize value from our products and services. Reporting directly to the Chief Customer Officer, you will oversee the Customer Success function, including regional leaders and Customer Success Managers (CSMs), while acting as a key member of the leadership team responsible for shaping the company’s customer-centric strategy. This role requires a balance of strategic leadership, operational excellence, and deep customer engagement. You will partner closely with Sales, Product, Implementation, Support, and Partner teams to build scalable programs that enhance the customer lifecycle—from onboarding to renewal and expansion—while advocating for customer needs at the executive level. The ideal candidate is a strategic operator with strong technical acumen, capable of aligning customer outcomes with business growth in a high-growth B2B SaaS and AI-driven environment.

Requirements

12+ years of experience in Customer Success, Account Management, or customer-facing leadership roles within a B2B SaaS or technology company.
5+ years of executive or senior leadership experience building and scaling Customer Success organizations.
Proven track record of driving customer retention, expansion, and Net Revenue Retention (NRR) in high-growth environments.
Experience working with enterprise and strategic accounts, managing complex stakeholder ecosystems.
Strong understanding of Generative AI technologies and their business applications, with the ability to engage effectively with executive leadership and technical teams.
Exceptional strategic thinking, problem-solving, and operational leadership skills.
Strong technical acumen with the ability to understand product architecture, integrations, and enterprise use cases.
Experience working with Customer Success platforms (e.g., Gainsight, Totango), CRM systems (e.g., Salesforce), and analytics tools.
Outstanding communication, executive presence, and stakeholder management skills.
Ability to thrive in fast-paced, high-growth, and evolving technology environments.

Responsibilities

Define and execute the global Customer Success strategy, aligning it with company growth objectives and customer value realization.
Build, lead, and scale a high-performing Customer Success organization, including regional leaders, senior CSMs, and strategic account teams.
Establish scalable frameworks, processes, and playbooks that drive customer adoption, retention, expansion, and advocacy.
Develop and implement customer health frameworks, lifecycle management models, and success metrics to proactively manage risk and opportunity.
Serve as a senior executive sponsor for strategic and enterprise customers, building trusted relationships with key stakeholders and ensuring long-term partnership success.
Lead executive business reviews (EBRs) and strategic planning sessions with key customers to ensure alignment with their evolving business objectives.
Act as a point of escalation for complex customer challenges, driving cross-functional alignment to ensure successful resolution.
Own and drive customer retention, renewal, and expansion strategy, ensuring predictable recurring revenue growth.
Identify and operationalize opportunities for upsell, cross-sell, and account expansion in partnership with Sales and Account Management teams.
Ensure strong forecasting and performance against renewal targets, churn reduction, and net revenue retention goals.
Partner with Product and Engineering to translate customer insights into product improvements and innovation.
Work closely with Sales and Partner teams to support strategic deals, pre-sales conversations, and customer success alignment.
Collaborate with Implementation and Support teams to optimize customer onboarding and service delivery models.
Establish data-driven processes to monitor customer health, engagement, and lifecycle performance.
Provide regular executive reporting on customer success metrics, retention performance, and growth opportunities.
Continuously evaluate and improve customer success programs, tools, and operational infrastructure.