VP, Customer Success Operations & Retention

About the role

Build the future of Customer Success. ECI serves more than 25,000 customers across multiple industries. This role owns the transformation of the AI-native Customer Success operating model.

Responsibilities

• Define the operating model for more than 25,000 customers through intelligent segmentation, lifecycle orchestration, AI, automation, and targeted human engagement.
• Own the operating strategy behind Gross Revenue Retention and Net Revenue Retention alongside the renewal organization.
• Build predictable forecasting, understand why customers churn, continuously improve save motions, and turn retention into an operating discipline.
• Build and lead the teams responsible for customer lifecycle programs, engagement operations, customer intelligence, health scoring, and scaled execution.
• Define how customer health is measured, which signals matter, when automation engages, and when human expertise creates the greatest impact.
• Continuously improve the operating model through the insights generated by every customer interaction.
• Partner with GTM Engineering to evaluate, build, and operationalize AI capabilities across the customer lifecycle.
• Determine where AI, automation, and human expertise create the greatest value across the customer lifecycle.
• Partner with Product, Marketing, Support, Professional Services, Sales, and Engineering to create a single, coordinated customer experience.

Requirements

10+ years leading Customer Success, Customer Success Operations, RevOps, Digital Customer Success, or similar organizations in B2B SaaS.

You've built scaled customer success capabilities rather than simply inherited them.

You understand how customer journeys, technology, AI, operations, and commercial outcomes connect into one operating system.

You've owned meaningful retention metrics and know how to influence Gross Revenue Retention, Net Revenue Retention, adoption, and expansion.

You are equally comfortable discussing operating strategy with executives and working with your team to redesign playbooks, workflows, or operating processes.

You naturally think in systems, experimentation, automation, and continuous improvement.

Qualifications

BS/BA degree in Business Administration, Computer Science, Data Science, or related field.

Proven track record of driving customer retention and growth in a high-growth SaaS environment.

Experience with customer success, customer success operations, revops, digital customer success, or similar roles in B2B SaaS.

Strong leadership skills and ability to build and lead cross-functional teams.

Ability to work effectively with executive stakeholders and translate complex ideas into actionable strategies.

Experience with AI, automation, and continuous improvement in a customer success context.

Skills

• Customer Success Management
• Customer Retention Strategy
• Operational Excellence
• AI and Automation
• Customer Intelligence
• Team Leadership

Benefits

Competitive compensation package including base salary, bonus, equity, and benefits.

Flexible remote work schedule with occasional travel to US locations.

Opportunities for professional development and career growth within the company.

Collaborative and inclusive work culture focused on innovation and customer success.

Pay

Competitive compensation package including base salary, bonus, equity, and benefits.

Schedule

Fully remote with occasional travel to US locations.