Vice President of Client Success - $96.15 - $108.17 per hour

About the role

This opportunity is for a dynamic, results-driven VP of Client Success to lead and elevate the customer experience across every segment and stage of the customer journey. The position has broad ownership of customer adoption, retention, expansion, and satisfaction, with direct responsibility for outcomes tied to revenue growth. The VP of Client Success will build and enhance the systems, frameworks, processes, and performance culture that define excellence across the Client Success function. This role will also serve as a senior cross-functional partner to Product, Services, Support, and Sales while ensuring the customer voice is represented in strategic leadership decisions.

Responsibilities

• Customer Experience & Process Excellence
  • Continuously identify, design, improve, and refresh customer-facing processes that strengthen the experience across all customer segments and stages of the customer journey.
  • Define and document the end-to-end customer journey, with ownership of product adoption and value realization from onboarding through renewal and expansion.
  • Set a high standard for customer outcomes and Client Success performance by modeling the behaviors, expectations, and customer-focused mindset expected across the organization.
• Digital Touch Points & Product Partnership
  • Influence the product roadmap to support the adoption and continuous improvement of digital touch points that scale the customer experience across multiple segments.
  • Serve as a VP-level strategic partner to Product, Services, and Support, representing the customer voice and driving alignment around shared outcomes.
  • Align the CSM engagement framework and team behaviors with the product module maturity model so Client Success motions evolve alongside product capabilities.
• Team Enablement & Performance Management
  • Develop and implement a comprehensive enablement and certification program for Customer Success Managers and Client Success leaders to strengthen organizational capability and raise performance standards.
  • Elevate performance management practices across Client Success leadership and individual contributor teams by establishing clear expectations, accountability, and a strong coaching culture.
  • Develop and deploy scorecards across the organization to measure customer health, team productivity, performance, and outcomes at every level.
  • Establish clear standards for what strong Client Success performance looks like, lead by example, and build a repeatable model of Client Success excellence.
• Revenue Ownership & Commercial Acumen
  • Take full ownership of revenue-related Client Success outcomes, proactively managing retention, expansion, gross revenue retention (GRR), and net revenue retention (NRR) toward best-in-class performance.
  • Lead renewal forecasting and pipeline management with a high level of accuracy, providing executive-level visibility into customer health, risk, and growth opportunities.
  • Drive lead development and expansion opportunities within the existing customer base in close partnership with Sales.
  • Apply strong commercial judgment across the Client Success function, including deal economics, segment economics, and overall portfolio health.
• Community, Events & Executive Presence
  • Contribute to the development of customer community engagements, events, and advisory boards designed to build a loyal, engaged, and vocal customer community.
  • Represent the business at industry events and customer forums while reinforcing a strong commitment to client success and product excellence.

Qualifications

• 8+ years of experience in Client Success and/or Account Management.
• At least 3-5 years of experience in a senior leadership role within a B2B SaaS environment.
• Demonstrated success owning and improving gross revenue retention (GRR), net revenue retention (NRR), and customer satisfaction metrics at scale across multiple customer segments.
• Strong commercial mindset with a clear understanding of renewal economics, forecasting, expansion motions, and the relationship between Client Success and revenue performance.
• Proven ability to build and scale enablement programs, performance frameworks, and operational infrastructure from the ground up.
• Experience partnering with Product teams to influence product roadmaps and digital experience strategies using customer insights and adoption data.
• Exceptional leadership and executive presence, with the ability to inspire confidence among customers, direct reports, and executive peers.
• Strong data-driven and process-oriented approach, with the ability to translate performance metrics into actionable insights and organizational direction.
• Experience in public safety, government technology, or mission-driven vertical SaaS is a major plus.

Employment is contingent upon successful completion of a criminal background check.

Minimal travel is expected at this time.

Pay

$200,000-$225,000 per year

Benefits

• Medical, dental, and vision coverage for eligible employees.
• Flexible Spending Account (FSA) and Health Savings Account (HSA) options.
• 401(k) retirement benefits.
• Flexible paid time off.
• Fully remote work environment.
• Technology stipend.
• Opportunities for career advancement.
• Additional employee benefits and perks.