Vice President, Customer Success

Summary

Join Cority, a global leader in EHS software, as their dynamic Vice President of Customer Success. Lead and scale the global Customer Success organization, reporting to the Chief Customer Officer. Develop and execute a best-in-class strategy driving adoption, maximizing customer value, and ensuring long-term retention and growth. Collaborate with Sales, Product, Engineering, Marketing, Professional Services, and Support to solve challenges and produce meaningful business outcomes. Help customers demonstrate ROI from Cority's solutions to drive exceptional retention, satisfaction, and incremental revenue streams. This pivotal role requires understanding Cority's mission, solutions, and customer landscape. Success hinges on building and leading high-performing teams focused on customer-centricity and innovation.

Requirements

• 5+ years of experience leading the customer success function in a fast growing SaaS, software company
• 15+ years of experience with B2B SaaS products with a proven track record in client-facing roles with an ability to build customer relationships
• Demonstrated track record of building high performing teams through strategy, data and operational discipline
• Experience driving improvements in NRR, GRR, and customer health across enterprise and mid-market segments
• Strong understanding of customer journey design, lifecycle management, and health score methodologies
• Expertise in building and optimizing customer-centric teams, processes, and technologies (e.g., Salesforce, ChurnZero, etc)
• Developed and built a scalable customer success teams, and business practice
• Consistent focus on continuous improvement and implementing best practices
• Skilled at influencing cross-functional stakeholders, including C-level executives
• Passionate about coaching, mentoring, and building high-performing teams committed to customer-centricity and innovation
• Exceptional data analysis, communication and presentation skills
• Hands-on, execution-oriented leadership style

Responsibilities

• Develop and execute a global Customer Success strategy aligned with the company’s growth, retention and customer satisfaction objectives
• Establish and refine best practices, frameworks, and methodologies that scale efficiently across customer segments
• Drive continuous improvement initiatives – including process optimization and automation
• Build and sustain a high-performance, outcome-driven culture focused on long-term customer success, and value realization
• Lead and grow a high-impact global team of Customer Success Managers
• Define organizational structure, KPIs, and career development paths to promote excellence and engagement
• Mentor and empower team members to success in a fast-paced, customer-centric environment
• Own and continuously improve the end-to-end customer journey, ensuring proactive engagement, value delivery, and satisfaction
• Build and scale processes including health scoring, QBR frameworks, and playbooks tailored to each customer segment
• Serve as sponsor on strategic accounts and lead high-level escalation and retention efforts
• Own KPIs related to NPS, retention, churn reduction, and price increases
• Partner with Sales to drive up-sell, cross-sell, and expansion opportunities within existing accounts
• Develop data-driven programs that extend customer lifetime value and deepen customer relationships
• Collaborate with Product and Engineering to influence roadmap based on customer feedback
• Align with Finance on forecasting, budgeting, and resource planning tied to Customer Success growth metrics
• Partner with Marketing to develop content, organize customer events and coordinate customer communications
• Work closely with Professional Services to ensure a great onboarding experience that sets the foundation for long-term success
• Collaborate with Customer Support on critical issue escalations to ensure swift resolution and protect customer satisfaction

Preferred Qualifications

Prior experience in private equity-backed and high-growth environments is preferrable

Benefits

• Competitive health benefits, dental plans, fitness allowance, health care spending account, retirement savings plan, work from home, as well as subsidized internet provide employees and their families support and flexibility
• Internal Recruitment, Departmental Conferences, Group Training Programs, and High Talent Programs are some of the ways that we hone skills and grow talent within the company