AVP, Customer Success

Own and drive customer outcomes, retention, and expansion strategies across the assigned customer lifecycle.
• Maintain direct responsibility for Gross Revenue Retention (GRR) and Net Revenue Retention (NRR), including renewal performance, churn reduction, downsell mitigation, forecasting, and expansion influence.
• Establish programs that accelerate adoption, value realization, advocacy, renewal readiness, and customer growth.
• Develop and execute risk management strategies to proactively identify, mitigate, and resolve customer health issues.
• Partner with Sales, Account Management, and Renewals leaders to maximize retention outcomes and customer growth opportunities.
• Ensure strategic accounts have active success plans, executive engagement, measurable goals, and documented value outcomes.

• Define and continuously improve the end-to-end customer journey across onboarding, adoption, value realization, advocacy, renewal, and expansion.
• Build scalable engagement models, segmentation strategies, playbooks, and operating processes that align customer goals to measurable business value.
• Develop consistent success planning, health scoring, executive business review, and renewal readiness practices.
• Translate customer insights and business objectives into actionable programs that improve retention, growth, and customer experience.

• Partner with Product, Services, Support, Marketing, Renewals, Operations, and Sales to create a seamless customer experience.
• Represent the voice of the customer by communicating customer trends, risks, opportunities, and market insights to leadership and business partners.
• Collaborate with stakeholders to resolve critical customer issues and improve customer outcomes.
• Act as a senior escalation point for strategic customer situations and executive-level customer concerns.

• Establish operational KPIs, dashboards, benchmarks, and reporting mechanisms to drive performance and accountability.
• Monitor customer health, adoption, engagement, retention, expansion, advocacy, and financial performance metrics.
• Lead renewal and expansion forecasting processes in partnership with relevant revenue teams.
• Drive process standardization, operational rigor, and continuous improvement initiatives that increase efficiency and scalability.

• Lead, coach, and develop Customer Success managers and customer-facing team members.
• Set clear goals, role expectations, and accountability measures linked to customer outcomes, GRR, NRR, and operational performance.
• Develop succession plans and identify future leaders within the organization.
• Foster a customer-centric, data-driven culture focused on accountability, collaboration, and continuous improvement.

• Contribute to budget planning, resource allocation, workforce planning, and operational investment decisions.
• Ensure organizational resources are aligned to customer needs, business priorities, retention goals, and growth objectives.
• Monitor departmental performance against financial, operational, and customer outcome targets.

Metric Category

Example Measures

Financial and Commercial

• GRR, NRR, renewal rate, churn rate, downsell mitigation, expansion revenue, CSQLs, forecast accuracy

Customer Outcomes

• Customer health, adoption, usage, time-to-value, value realization, CSAT, NPS, advocacy and references

Operational Execution

• Success plan adoption, risk review completion, EBR/QBR completion, renewal readiness, customer coverage ratios

People Leadership

• Team goal attainment, manager effectiveness, talent development, retention of key talent, succession readiness

• Bachelor's degree or equivalent experience.
• 12+ years of experience in Customer Success, Account Management, Renewals, SaaS, or related customer-facing functions.
• 7+ years of leadership experience managing managers and customer-facing teams.
• Demonstrated success driving customer retention, adoption, expansion, and revenue growth.
• Experience owning or directly influencing GRR and NRR performance.
• Strong business, financial, analytical, and operational acumen.
• Experience leading cross-functional initiatives, executive customer conversations, and organizational change.

• Experience in enterprise SaaS or recurring-revenue business models.
• Knowledge of Customer Success platforms such as Gainsight, Salesforce, customer health tooling, and product analytics.
• Experience building scaled customer engagement, digital success, renewal readiness, and customer advocacy programs.
• MBA or advanced business education preferred.

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