The SVP, Customer Success drives long-term customer satisfaction, retention, and growth by ensuring clients achieve measurable value from our solutions.
Key Responsibilities:
- Lead customer success initiatives to maximize adoption, retention, and expansion.
- Build and manage customer success teams focused on proactive engagement and relationship management.
- Develop playbooks and frameworks to guide onboarding, lifecycle management, and renewals.
- Collaborate with Product, Sales, and Support to ensure a seamless and consistent customer journey.
- Define and track success metrics (NPS, churn, expansion revenue) and continuously refine strategies.
Requirements:
- Proven leadership experience in customer success or account management.
- Strong communication and relationship-building skills at executive and operational levels.
- Strategic mindset with the ability to balance customer advocacy and business outcomes.
- Experience with customer success platforms and data-driven decision making.