VP of Customer Success

Summary

Join WorkWave as the transformative Vice President of Customer Success to build and lead a world-class global Customer Success organization. This high-impact leadership role drives customer adoption, retention, growth, and satisfaction across software portfolios. You will define the customer journey, deploy scalable programs, and be the key voice of the customer. Responsibilities include developing and executing strategic plans, building a high-performing CSM team, creating onboarding and engagement playbooks, implementing customer health scoring, and collaborating with cross-functional teams. You will own key SaaS CS metrics and drive revenue expansion. The ideal candidate possesses 10+ years of experience in Customer Success at enterprise SaaS companies, with 5+ years in leadership roles, and a proven track record of building and scaling Customer Success organizations.

Requirements

• 10+ years of experience in Customer Success at enterprise SaaS companies, with 5+ years in leadership roles
• Demonstrated experience building and scaling Customer Success organizations from the ground up
• Deep knowledge of both high-touch Enterprise and tech-touch SMB models
• Experience with Customer Success tools (e.g., Gainsight) and CRMs (e.g., Salesforce)
• Track record of improving and sustaining CS metrics (GRR, NRR, churn, NPS)
• Strong communication, executive presence, and customer relationship skills
• Ability to thrive in cross-functional environments and influence at all levels
• Analytical mindset with a passion for leveraging data and insights to drive decisions
• Strong leadership experience, particularly around people management and organizational change management
• Bachelor’s degree required; MBA or related advanced degree is a plus
• Willingness to travel up to 10–15%, primarily for customer on-sites and strategic internal meetings

Responsibilities

• Develop and execute the vision, strategy, and operational plan for a scalable and segmented Customer Success model
• Define the customer journey for SMB, Enterprise, and Strategic accounts across the US, UK, and Australia
• Build and lead a high-performing global Customer Success Management (CSM) team, aligned with WorkWave’s strategic growth goals
• Create onboarding, engagement, value realization, renewal, and expansion playbooks tailored to each segment
• Implement Customer Health Scoring and risk mitigation frameworks
• Roll out and operationalize a Customer Success platform (e.g., Gainsight) and integrate with Salesforce and other tools
• Establish appropriate tech-touch and high-touch models with the right coverage and capacity planning
• Collaborate deeply with Sales, Renewals, Professional Services, Support, Product, and Marketing to ensure end-to-end customer success
• Lead the Executive Sponsorship program and participate in key customer engagements
• Own and improve key SaaS CS metrics including Gross Retention Rate (GRR), Net Revenue Retention (NRR), adoption, Customer Lifetime Value (CLV), churn, and NPS
• Establish data-driven dashboards, KPIs, and forecasting tools to manage performance and risk
• Drive revenue expansion through value realization and partnership with Sales and Marketing on cross-sell and upsell strategies

Benefits

• Health and dental and 401k with company match
• Flexible Time Off policy or generous PTO plan (role dependent) and paid holidays
• Up to 4 weeks paid bonding leave
• Tuition reimbursement
• Robust Employee Assistance Program through TotalCare offering free counseling 24/7/365, plus financial counseling, legal guidance, adoption assistance services and much more!
• 24/7 access to virtual medical care with Teladoc
• Quarterly awards based on peer nominations
• Regional discounts and perks
• Opportunities to participate in charitable events and give back to the community
• Remote work flexibility