From the listing
About the role
AVP, Customer Success - Enterprise and Strategic Accounts
Software Dev
What you'll do
- Lead, coach, and develop a high-performing customer success organization with clear expectations and strong accountability.
- Own the operating model for customer health, executive sponsorship, success planning, risk management, renewals, and expansion.
- Establish rigorous mechanisms to improve gross revenue retention, net revenue retention, logo retention, product adoption, and time-to-value.
- Build a consistent, data-informed view of customer health including leading indicators and renewal risk.
- Create executive engagement programs to deepen relationships with customer decision-makers.
- Partner with Sales leadership to improve account planning, renewal readiness, and commercial alignment.
- Translate enterprise customer feedback into prioritized product insights and roadmap influence for Product and Engineering.
- Develop scalable playbooks for onboarding, adoption, executive business reviews, and risk mitigation.
- Personally lead high-impact customer escalations and strategic account interventions.
- Define and communicate team goals, metrics, forecasts, and performance trends to executive leadership.
What they're looking for
- 12+ years of experience in customer success, account management, or professional services.
- 5+ years leading senior customer success organizations.
- Experience leading customer success for enterprise and strategic accounts in complex B2B technology or SaaS environments.
- Demonstrated ownership of business outcomes such as GRR, NRR, renewals, expansion, and customer lifetime value.
- Experience leading organizations through scale, transformation, or increased operating rigor.
- Strong executive presence and ability to build credibility with customer executives.
- Proven track record of developing leaders and building inclusive, accountable teams.
- Strong analytical and operational discipline to turn data into clear priorities.
- Exceptional cross-functional leadership and influence skills.
- Excellent written and verbal communication skills.
Nice to have
- Experience supporting customers with complex operational, logistics, transportation, or field-service workflows.
- Experience leading customer success in a business that combines hardware, software, and services.
- Experience building or modernizing customer health scoring and renewal forecasting.
- Experience operating in a high-growth, customer-centric technology company.
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Benefits
Work from anywhereComprehensive benefitsWorkspace stipendRetirementPaid holidaysPaid parental leave