VP of Customer Success and Support

About the role

For our client, we are seeking a VP of Customer Success and Support to join the team of a leader in the Information Technology space. This leader will own the customer retention motion across a B2B SaaS environment, with responsibility for renewals, support excellence, and post-sale customer health. The role requires close partnership with sales, product, and technical teams to improve adoption, resolve escalations, and strengthen long-term client relationships. This is a highly visible leadership position focused on driving measurable revenue protection, customer satisfaction, and scalable service delivery.

Location: Remote - US based candidates only, no visa sponsorship available

Responsibilities

• Own and drive gross and net dollar retention metrics for existing clients
• Manage end-to-end renewal cycles, identifying risks and implementing strategies for retention
• Establish health scoring metrics to preemptively identify at-risk accounts
• Lead global support initiatives, focusing on response times and resolution efficiency
• Develop onboarding and training programs to enhance customer adoption and satisfaction
• Define customer engagement strategies including feedback channels and advisory boards
• Recruit and lead the Customer Success and Support teams to ensure high performance

Qualifications

• 10+ years of experience in customer success or support leadership roles in B2B SaaS
• At least 5 years managing both customer success and support teams in high-growth environments
• Proven track record of meeting retention targets and managing a significant book of business
• Hands-on experience with renewals, including forecasting and negotiation
• Strong background in technical support for enterprise clients, with SLA and escalation management experience
• Experience with data and cloud platforms, including working with data engineers and analysts
• Demonstrated success in building customer journeys and enablement programs

Benefits

• Employee health insurance
• Opportunity to influence an innovative platform
• Complete ownership of your projects
• And more!

Pay

$175,000 – $210,000 annually