Role Profile: Vice President of Customer Success

The Vice President of Customer Success is a strategic leadership role responsible for ensuring that customers achieve their desired outcomes while using the company's products or services. This position entails overseeing the customer success team, developing programmes that enhance customer engagement, and driving customer retention and satisfaction.

• Develop and execute a customer success strategy that aligns with the company's goals.

• Manage and mentor the customer success team to achieve performance objectives.

• Monitor customer health metrics and feedback to identify areas for improvement.

• Collaborate with sales, product, and marketing teams to ensure a seamless customer journey.

• Implement processes and tools that support customer onboarding and engagement.

• Strong leadership and team management capabilities.

• Exceptional communication and relationship-building skills.

• Analytical thinking with the ability to interpret data and drive actionable insights.

• Experience with customer relationship management (CRM) platforms.

• Problem-solving mindset with a focus on customer outcomes.

• Bachelor’s degree in Business, Marketing, or a related field.

• Typically 8-10 years of experience in customer success, account management, or a similar field, with at least 3-5 years in a leadership role.

Potential pathways for advancement include positions such as Chief Customer Officer, Chief Operating Officer, or other executive leadership roles focused on customer experience and business strategy.

• Customer Success Association

• Courses on platforms like Coursera, LinkedIn Learning, or Udemy that focus on leadership and customer success strategies.

Leading the implementation of a customer onboarding programme that has reduced time to value for new clients. Creating a customer advocacy programme that turns satisfied customers into brand ambassadors, fostering community and loyalty.