Vice President, Customer Success

We’re looking for a Vice President of Customer Success to lead our Customer Success Manager (CSM) and Technical Account Manager (TAM) teams across Growth, Enterprise, and Strategic customer segments in the Americas and EMEA.

This is a high-impact leadership role driving customer outcomes, adoption, renewals, and expansion opportunities while representing the voice of the customer across the organization. You’ll partner closely with Product, Engineering, Sales, Renewals, Services, and Support teams to ensure every customer gets maximum value from our platform.

If you’re passionate about customer advocacy, building world-class teams, and driving revenue growth, this is your opportunity to make a measurable impact.

WHAT YOU WILL DO:

Drive Customer Success Outcomes
• Hold steady renewal rates and reduce down sell & churn
• Expand revenue in accounts through new products and expansion opportunities
• Influence future lifetime value through higher product adoption, customer engagement and overall customer health scores with constant identification of where the risks are within the customer base
• Ensure Success Planning Workshops proceed for all appropriate Customers and drive execution to the resulting Customer Success Plans
• Expand customer advocacy and referenceable customers
• Tailor CS programs to meet the needs of customers at various stages in the customer journey and different segmentation needs
• Prescriptively guide customers towards proven / recommended approaches to satisfying their business needs
• Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate and enforce the creation and management of “get well plans”
• Travel to client sites domestically or internationally

Measure Effectiveness of Customer Success
• Define and manage operational OKRs (Objectives & Key Results) for team in support of the Company’s objectives and enforce the roll down of these KRs for CS members within Lattice
• Track and report metrics and measures of business performance and customer health; product use, NRR, Churn, Upsell

Recruit, develop and lead world-class customer success team
• Attract high potential individual contributors and leaders into team
• Refine onboarding process for new team members
• Share knowledge within team, based on experience and lessons learned
• Encourage continuous learning within team, developing a team of next generation leaders
• Drive continual knowledge improvement for emerging product offerings and feature/function to assure optimum customer success

Collaborate Across Company to drive Customer Success
• Influence company-wide culture of Customer Success
• Drive company-wide customer success processes and metrics
• Work closely with the sales to align on customer strategies, renewal forecasting, and account opportunities
• Partner with product to ensure customers are informed of latest features and functionality and advocate internally for additional product enhancements based on customer needs
• Align with Renewal Team around measurement and forecasting

SUCCESS OUTCOMES:

1-3 Months:

• Build strong relationships with CSM and TAM leaders in Americas and EMEA; assess team structure, talent, and coverage models.
• Conduct a baseline review of customer health, renewal rates, churn, NRR, and upsell/cross-sell metrics; identify key risks in the current portfolio.
• Review and refine Customer Success Planning Workshop framework to ensure consistent execution across segments.
• Establish operational OKRs for the CS team aligned to company objectives; input them into Lattice for tracking.
• Meet with top 10–15 strategic customer executives to introduce yourself, establish credibility, and understand their goals and challenges.
• Partner with Sales, Product, and Renewals leadership to define account ownership, handoff processes, and alignment on renewal forecasting.

4-6 Months:

• Deliver measurable improvements in customer health scores across Growth, Enterprise, and Strategic accounts through structured success planning and proactive risk management.
• Implement refined CS programs tailored by customer journey stage and segmentation; track adoption and satisfaction trends.
• Reduce escalations by introducing “get well” playbooks and driving urgency in resolution processes.
• Achieve measurable progress in renewal forecast accuracy and reduce churn in at-risk segments.
• Demonstrate impact on NRR through early-stage expansion opportunities in at least 15–20% of Enterprise/Strategic accounts.
• Strengthen team capabilities: new hires onboarded successfully, career development plans implemented, and training on emerging product features rolled out.

7 Months & beyond :

• Deliver year-over-year improvement in renewal rates, NRR, and churn reduction aligned to board-level goals.
• Establish Varicent as a trusted partner with key customers: grow referenceable accounts and expand executive-level advocacy.
• Operationalize a repeatable CS operating model across regions, ensuring consistent processes for onboarding, adoption, renewals, and expansion.
• Embed customer feedback loops into Product, Engineering, and Services to influence roadmap and enhance customer outcomes.
• Mature internal reporting on customer health, churn, and upsell; leverage insights for predictive risk management and executive decision-making.
• Develop a succession pipeline of next-generation CS leaders, demonstrating strong leadership bench strength.
• Influence company-wide adoption of customer-first culture, with CS metrics integrated into executive dashboards and company-wide decision-making.

WHAT YOU WILL BRING:

• 12+ years' experience in Go-To-Market leadership positions within technology or Saas organizations, with at least 5 years in Customer Success
• 5-7 years of experience managing managers, directors, and senior leaders
• Proven experience leading teams who drive growth within existing accounts through new and expansion sales, exceptional retention rates and customer engagement and advocacy
• Proven ability to develop strategies, translate them into initiatives and track successful delivery
• Ability to communicate effectively across internal departments and external stakeholders
• Results focused with ability to drive both activity and outcome metrics
• Proven record of accomplishment working closely with Product, Services and Support teams
• Strong empathy for customers AND passion for revenue and growth
• Enthusiastic and creative leader with the ability to inspire others
• Strong executive presence and business communication skills (multilingual is a plus)
• Relevant Bachelor’s degree