Customer Success VP

Leading the post-sales organization remotely, the full-time salaried VP of Customer Success and Support will set strategies for customer retention, satisfaction, and technical support while managing the renewal cycle and collaborating with cross-functional teams. Key responsibilities Own gross and net dollar retention targets, managing the renewal cycle and identifying at-risk accounts Lead the global support organization, ensuring SLA attainment and serving as the executive point of contact for escalations Define the post-sales strategy and organizational design, including customer segmentation and service offerings Required qualifications 10+ years in customer success or support leadership, with at least 5 years in a high-growth B2B SaaS environment Direct experience managing retention targets and leading renewals, including forecasting and negotiations Hands-on experience with technical support for enterprise customers, including SLA management Background in supporting enterprise customers on data, cloud, or AI platforms Proven track record of building customer journeys and enablement programs in a startup or high-growth setting