VP, Client Success

This is a senior leadership opportunity focused on building a world-class client success organization within a mission-driven, data-focused environment in the United States.

About the role

You will lead the client success function, shaping strategies that strengthen adoption, retention, expansion, and long-term customer value. The role combines executive leadership with direct engagement with key clients and cross-functional collaboration across sales, marketing, and product teams. You will use customer insights and performance data to identify opportunities, improve experiences, and drive measurable business outcomes. A major focus will be developing high-performing teams, establishing clear KPIs, and creating scalable customer success processes. You will also serve as a trusted advocate for clients, ensuring their priorities are understood and reflected across the organization.

Responsibilities

• Lead, mentor, and develop the client success team, establishing a culture of excellence, collaboration, accountability, and continuous improvement.
• Set clear performance expectations, objectives, and OKRs for the team while regularly evaluating performance and providing actionable feedback.
• Ensure the client success organization has the appropriate tools, resources, training, and processes to consistently deliver outstanding customer experiences.
• Develop and execute a comprehensive customer success strategy aligned with organizational priorities and focused on measurable client and business impact.
• Analyze customer data, trends, feedback, and account performance to identify opportunities to improve satisfaction, adoption, retention, and expansion.
• Build and maintain trusted relationships with key clients, serving as their internal advocate and strategic partner.
• Proactively engage senior client stakeholders to understand their objectives, challenges, priorities, and opportunities, providing strategic guidance and support.
• Oversee client onboarding and ensure new customers experience a smooth, effective transition to products and services.
• Partner closely with sales and product teams to strengthen adoption, improve customer outcomes, and identify opportunities for account growth.
• Develop and implement strategies to reduce churn, increase retention, and maximize customer lifetime value.
• Identify upsell and cross-sell opportunities within existing accounts and collaborate with sales to convert those opportunities into sustainable revenue growth.
• Define, monitor, and report on customer success KPIs, using performance insights to guide decisions and improve team effectiveness.
• Provide senior leadership with regular reporting, analysis, recommendations, and visibility into customer health and business performance.
• Capture customer feedback, testimonials, success stories, and case studies that demonstrate measurable value.
• Collaborate with marketing and sales to incorporate customer advocacy and success stories into business development and promotional initiatives.

Requirements

• Bachelor’s degree in Business, Marketing, or a related discipline; an advanced degree is preferred.
• 8+ years of experience in customer success, account management, client services, or a related function, including at least 3–5 years in a leadership role.
• Deep understanding of customer success principles, strategies, lifecycle management, retention, adoption, and expansion best practices.
• Demonstrated success developing and executing customer success strategies that improve satisfaction, retention, and commercial outcomes.
• Proven ability to build, lead, and develop high-performing customer-facing teams.
• Strong experience managing relationships with senior stakeholders and decision-makers across client organizations.
• Excellent communication, presentation, negotiation, and relationship-building skills.
• Strong analytical mindset with the ability to interpret customer and business data and translate insights into strategic actions.
• Experience working effectively across sales, marketing, product, and other cross-functional teams.
• Results-oriented approach with a strong focus on customer outcomes and organizational objectives.
• Strong leadership presence, emotional intelligence, sound judgment, and the ability to influence at multiple organizational levels.
• Familiarity with customer success platforms, CRM systems, analytics tools, and other customer management technologies is a plus.
• Experience in higher education, EdTech, SaaS, or a related technology-driven environment is advantageous.
• Ability to work effectively during US East Coast business hours.
• Willingness and ability to travel occasionally to client sites or office locations as required.

Benefits

• Competitive executive-level compensation package.
• Fully remote, remote-first work environment with flexibility and autonomy.
• Flexible work schedule designed to support work-life balance.
• 18 paid time-off days from the first day of employment, with additional PTO accrued annually.
• 15 paid company holidays.
• Medical, dental, and vision insurance coverage.
• Paid parental leave.
• 401(k) retirement plan with company match.
• Professional development and career growth opportunities.
• Company events and opportunities to connect with colleagues.
• Employee referral bonus program.
• Home office perks and support.
• Access to office locations for occasional in-person collaboration.
• Mission-driven environment focused on helping higher education institutions achieve stronger outcomes.
• Collaborative community that values curiosity, authenticity, diverse perspectives, continuous learning, and meaningful impact.