We are seeking a dynamic and visionary Vice President - Customer Success to lead our customer engagement strategy across all divisions.
This is not a traditional CS leadership role - we are looking for a well-rounded executive who combines multidisciplinary insight, strategic thinking, and operational excellence to deliver long-term value to our customers and our business.
This role is central to driving cross-functional alignment, ensuring world-class service delivery, and nurturing deep client relationships built on trust, results, and shared goals.
Key Responsibilities :
Strategic Leadership :
- Define and execute a company-wide customer success strategy, aligned with our long-term business objectives.
- Partner with executive leadership to influence product, operations, compliance, and delivery models with the voice of the customer.
- Lead cross-functional initiatives to enhance customer satisfaction, retention, and growth across all client segments.
Client Relationship & Account Management :
Build and maintain trusted relationships with key clients, acting as a strategic advisor who understands both technical and business challenges.Drive value-added engagements by deeply understanding client goals and aligning solutions to outcomes.Create and monitor KPIs for client health, satisfaction, and renewal / expansion metrics.Service Delivery Oversight :
Ensure operational excellence in all aspects of service delivery, particularly in complex or high-value accounts.Oversee outsourcing and delivery teams, ensuring accountability to client expectations and internal standards.Collaborate closely with internal stakeholders (Sales, Product, Operations, and Compliance) to improve customer experience.Team Leadership & Development :
Build and lead a high-performing, multidisciplinary customer success organization.Mentor directors and managers across service delivery, client management, and CS operations.Foster a culture of ownership, excellence, and continuous improvement.Business and Technical Acumen :
Use data and customer insights to inform strategic decisions.Collaborate with Product and Engineering to influence roadmap priorities based on customer needs.Understand and communicate complex technical solutions in a clear and business-focused way.Qualifications :
10+ years of progressive leadership experience in Customer Success, Account Management, Strategy, or Operations, ideally in B2B or enterprise environments.Proven track record of leading cross-functional teams and scaling CS organizations across diverse industries.Strong understanding of compliance, delivery models, and operational frameworks, especially in regulated industries.Experience working with outsourced and internal service delivery models.Exceptional communication, negotiation, and stakeholder management skills.Strategic thinker with a bias for action, capable of moving between high-level vision and tactical execution.Bachelor's degree required; MBA or advanced degree preferred.(ref : iimjobs.com)
