Industry: U.S. Global Enterprise SaaS, Artificial Intelligence Platforms & Cloud Infrastructure
Executive Customer Experience Leadership | Reports to: Chief Revenue Officer
Location: Remote – United States (Global Executive Travel Required)
About the Organization
We are a U.S.-headquartered global enterprise technology company delivering advanced artificial intelligence platforms, enterprise SaaS ecosystems, and cloud-based digital infrastructure solutions used by some of the world’s largest organizations. Our technology platforms support mission-critical operations across financial services, healthcare, telecommunications, advanced manufacturing, and digital commerce sectors.
In today’s digital-first economy, enterprise organizations depend on complex software ecosystems that integrate data analytics, automation, predictive intelligence, and scalable cloud infrastructure. Our products enable companies to modernize operations, improve productivity, and make faster, data-driven business decisions across global markets.
As technology platforms become increasingly central to enterprise operations, customer success has emerged as a strategic discipline that extends far beyond traditional customer support. Modern SaaS organizations must ensure that customers achieve measurable business value from their technology investments, maximize platform adoption, and maintain long-term strategic partnerships.
Our organization manages a global client base that includes Fortune 500 companies operating across multiple regions and industries. Ensuring the long-term success of these clients requires a highly coordinated customer success strategy that integrates onboarding programs, customer engagement frameworks, technical support services, and value realization initiatives.
We are seeking a visionary Vice President of Customer Success to lead our global customer success organization and design strategies that ensure enterprise clients achieve measurable outcomes from our technology platforms.
This executive will shape how the company engages with its customers throughout the entire lifecycle, from onboarding and adoption to long-term partnership development and revenue expansion.
Job Function
The Vice President of Customer Success will oversee the global customer success organization responsible for client onboarding, adoption programs, account growth strategies, customer experience management, and retention initiatives.
This executive will ensure that enterprise customers achieve long-term value from the company’s technology platforms while strengthening customer relationships and supporting revenue growth.
Essential Duties and Responsibilities
- Develop and execute a global customer success strategy aligned with the organization’s enterprise growth objectives.
- Lead and scale the global customer success organization, including customer success managers, onboarding specialists, and customer experience teams.
- Establish customer lifecycle frameworks that ensure successful onboarding, platform adoption, and long-term engagement.
- Build strategic relationships with enterprise customers and executive stakeholders across key client organizations.
- Develop customer value realization programs demonstrating measurable ROI from the company’s technology platforms.
- Monitor customer health metrics, including platform usage, adoption rates, retention, and expansion opportunities.
- Implement advanced customer analytics platforms to track engagement and identify growth opportunities.
- Partner with sales and account management teams to support upsell and cross-sell opportunities.
- Collaborate with product and engineering teams to communicate customer feedback and influence product development.
- Develop scalable support programs and service frameworks that enhance the overall customer experience.
- Lead executive business reviews with strategic clients to strengthen long-term partnerships.
- Present customer success performance metrics and insights to executive leadership and Board stakeholders.
- Build and mentor high-performing global customer success leadership teams.
Job Qualifications and Requirements
- 15+ years of leadership experience in customer success, account management, or client services within enterprise technology organizations.
- 8+ years in senior leadership roles managing global customer success or enterprise client management teams.
- Experience working within enterprise SaaS, artificial intelligence platforms, cloud infrastructure, or digital enterprise solutions industries.
- Demonstrated success managing complex enterprise client relationships and long-term customer lifecycle programs.
- Strong experience developing customer engagement strategies within subscription-based revenue models.
- Proven ability to lead large teams responsible for enterprise customer relationships.
- Experience implementing customer success technology platforms and analytics tools.
- Bachelor’s degree required in Business, Marketing, Information Technology, or related field; MBA strongly preferred.
Personal Capabilities and Qualifications
- Strategic leader with deep expertise in enterprise customer engagement
- Strong relationship-building capability with senior client stakeholders
- Exceptional communication and executive presentation skills
- Customer-centric mindset with focus on long-term partnership development
- Analytical approach to measuring customer success outcomes
- Strong leadership presence with the ability to inspire global teams
- Collaborative mindset across sales, product, and operations teams
- Adaptability within fast-growing technology environments
Strategic Support
- Advise the Chief Revenue Officer on customer retention and expansion strategies.
- Contribute to enterprise growth initiatives by strengthening long-term client relationships.
- Support product development teams by communicating customer feedback and adoption insights.
- Strengthen the organization’s reputation through exceptional customer experience delivery.
- Assist executive leadership in developing long-term customer engagement strategies.
- Support strategic account management and revenue expansion initiatives.
Working Conditions
- Fully Remote – United States
- Frequent domestic and international travel for enterprise client engagement and leadership meetings (25–35%)
- High-impact executive role with visibility to global leadership teams and enterprise customers
- Collaboration with sales, product, marketing, and operations teams
- Participation in executive planning sessions and industry events
Compensation & Benefits
Total Executive Compensation Package: $345,000 – $463,000 USD
Compensation Includes:
- Competitive base salary within stated range
- Performance-based incentives tied to customer retention, adoption, and revenue expansion
- Long-term incentive opportunities and executive equity participation
- Comprehensive health, dental, and vision insurance
- 401(k) retirement plan with employer contributions
- Executive home office and travel support
- Leadership development and executive coaching programs
- Generous PTO and executive leave policies
Why Join Us
- Join a global technology leader shaping the future of artificial intelligence and enterprise cloud platforms.
- Lead customer success initiatives for a rapidly expanding global client base.
- Partner directly with executive leadership to strengthen long-term customer relationships.
- Competitive executive compensation aligned with measurable customer impact and business growth.
- Opportunity to build and lead a world-class customer success organization within a transformative technology company.
