VP Customer & Product Success

Summary

Join Hypersonix, a leading AI-driven platform transforming eCommerce and retail profitability, as the Vice President of Customer & Product Success. In this role, you will oversee the entire customer journey, from onboarding to advocacy, leading a global team and driving strategies for product adoption, retention, and satisfaction. You will define and execute a long-term vision for customer success, aligning with Hypersonix's strategic goals, and work closely with sales and revenue teams to maximize net revenue retention. You will also deliver actionable customer insights to product and engineering teams, influencing product roadmap priorities. Building executive-level relationships with key clients and resolving escalations will be key responsibilities. This role requires a proven track record of success in customer success leadership within a B2B SaaS environment.

Requirements

• 8–10 years of experience in Customer Success or Product Success in a B2B SaaS environment, with at least 4 years in a senior leadership role
• Proven success in leading international teams, with operational presence across both U.S. and India
• Deep knowledge of SaaS metrics (NRR, churn, expansion, CSAT, NPS) and lifecycle models for customer engagement
• Strong track record of managing executive customer relationships and driving business outcomes
• Demonstrated ability to align cross-functional teams around customer priorities and deliver measurable success
• Experience with tools such as Gainsight, Salesforce, or other customer success platforms
• Strong analytical and communication skills, with executive-level reporting capabilities
• Bachelor’s degree required, MBA or equivalent preferred

Responsibilities

• Define and execute a long-term vision for Customer & Product Success that aligns with Hypersonix’s strategic goals
• Develop and implement strategies to drive product adoption, maximize customer retention, and enhance customer satisfaction across all segments
• Lead a high-performing global team across the U.S. and India, setting clear goals and fostering a culture of accountability, ownership, and growth
• Oversee the entire customer journey—from onboarding and implementation to renewal and advocacy—ensuring a consistent, value-driven experience
• Own revenue retention and expansion metrics, collaborating closely with Sales and Revenue teams on account planning and growth initiatives
• Deliver actionable voice-of-customer insights to Product and Engineering, influencing product roadmap priorities and drive adoption of new features and functionality
• Drive programs that turn satisfied customers into advocates and referenceable partners
• Build executive-level relationships with strategic customers, positioning yourself as a trusted advisor to drive long-term success
• Resolve escalations with speed and professionalism, coordinating internal teams and maintaining alignment with business priorities
• Develop reporting frameworks to communicate customer success performance and trends to the executive leadership team and board
• Drive programs that turn satisfied customers into referenceable advocates and strategic partners