Vice President, Customer Success
$160k - $190k USD
Who We Are
Vultr is on a mission to make high-performance cloud infrastructure easy to use, affordable, and locally accessible for enterprises and AI innovators around the world. With 32 global cloud data center locations, Vultr is trusted by hundreds of thousands of active customers across 185 countries for its flexible, scalable, global Cloud Compute, Cloud GPU, Bare Metal, and Cloud Storage solutions. In December 2024 Vultr announced an equity financing at a $3.5 billion valuation. Founded by David Aninowsky and self-funded for over a decade, Vultr has grown to become the world’s largest privately-held cloud infrastructure company.
Vultr Cares
100% company-paid insurance premiums for employee medical, dental and vision plans.
401(k) plan that matches 100% up to 4%, with immediate vesting
Professional Development Reimbursement of $2,500 each year
11 Holidays + Paid Time Off Accrual + Rollover Plan
Commitment matters to Vultr! Increased PTO at 3 year and 10 year anniversary + 1 month paid sabbatical every 5 years + Anniversary Bonus each year
$500 stipend for remote office setup in first year + $400 each following year
Internet reimbursement up to $75 per month
Gym membership reimbursement up to $50 per month
Company paid Wellable subscription
Join Vultr
Vultr is seeking a highly skilled and experienced Vice President of Customer Success to lead a global team encompassing Customer Success Management (CSM), Technical Account Management (TAM), and Service Delivery, ensuring world-class experiences that accelerate adoption, retention, expansion, and advocacy. The ideal candidate is a proven customer-facing leader responsible for driving exceptional customer outcomes and long-term growth across our IaaS and PaaS portfolio. This is a highly visible role in a high-growth technology company, which will require a deep understanding of infrastructure-as-a-service, cloud computing, and enterprise service delivery models, along with the ability to translate technical performance into measurable customer value. This is your opportunity to join our fast growing team and leave your mark on Vultr and the future of Cloud Infrastructure.
Key Responsibilities
Strategic Leadership
Define and execute the global Customer Success strategy aligned with corporate growth and retention objectives.
Partner cross-functionally with Sales, Product, Engineering, and Operations to ensure customer feedback drives roadmap and quality improvements.
Establish a scalable Customer Success operating model that supports enterprise, mid-market, and SMB customers.
Customer Success & Retention
Lead Customer Success Managers to proactively manage relationships, adoption, and Net Revenue Retention (NRR).
Develop frameworks for onboarding, adoption, health scoring, renewal, and expansion.
Champion customer advocacy programs, referenceability, and voice-of-the-customer initiatives.
Technical Account Management
Oversee TAMs providing proactive technical guidance, performance optimization, and architecture support.
Drive service-level excellence across compute, storage, networking, and GPU-based infrastructure environments.
Ensure tight alignment between TAMs, engineering, and support to accelerate resolution of complex issues.
Service Delivery
Lead the end-to-end delivery of infrastructure in alignment with customer contracts, SLAs, and statements of work (SOWs).
Ensure all service commitments — including performance, uptime, response, and delivery milestones — are consistently met or exceeded.
Partner closely with data center operations, engineering, and program management to ensure operational readiness and accountability for each customer engagement.
Establish governance frameworks for contract compliance, change management, and escalation to ensure transparency and customer trust.
Drive a culture of proactive delivery excellence, balancing efficiency, scalability, and adherence to contractual obligations.
Operational Excellence
Define key metrics: NRR, logo retention, customer health, time-to-value, and SLA adherence.
Build scalable systems and automation for renewals forecasting, success planning, and engagement tracking.
Mentor directors and senior managers, fostering a performance-driven, customer-centric culture.
Qualifications
10+ years of experience in Customer Success, Service Delivery, or Technical Account Management, including 5+ years in a senior leadership role within an IaaS, PaaS, or Cloud Services company.
Proven track record of managing large customer portfolios and enterprise relationships.
Deep understanding of infrastructure architecture, SLAs, data center operations, cloud orchestration, and usage-based billing models.
Strong executive presence and ability to influence C-level stakeholders.
Experience implementing customer lifecycle technology (Salesforce, Gainsight, Totango, etc.).
Exceptional analytical, communication, and leadership skills.
Compensation
$160,000 - $190,000
This salary can vary based on location, years of experience, background and skill set.
Inclusion & Privacy
We are an equal opportunity employer and are committed to creating an inclusive environment for all employees. We welcome applications from individuals of all backgrounds and experiences, and we prohibit discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status under applicable laws. Vultr will consider qualified applicants with arrest or conviction records in accordance with applicable laws and will not conduct a background check until after an offer of employment has been extended and accepted.
We also take your privacy seriously. We handle personal information responsibly and follow applicable laws, including U.S. privacy rules and India’s Digital Personal Data Protection Act, 2023. Your data is used only for legitimate business purposes and is protected with proper security measures.
Where allowed by law, applicants may request details about the data we collect, access or delete their information, withdraw consent for its use, and opt out of nonessential communications. For more details, please see our Privacy Policy.