VP of Customer Success, AMER
Core
VP of Customer Success for the Americas region, responsible for scaling the organization, driving retention/expansion, and building an AI-driven customer success operating model.
Role type
Senior IC VP of Customer Success (Americas)
Builds
A scalable, AI-automated Customer Success organization and operating model for the Americas region.
Domain
B2B SaaS (Cybersecurity/Risk Management)
Deliverable
production ML models
Required skills
Customer Success leadership, team scaling, customer maturity frameworks, value-based EBRs, AI automation for CS, retention metrics (GRR/NRR), SaaS platforms (ChurnZero/Gainsight/HubSpot/Salesforce), cross-functional partnership.
Preferred skills
Cybersecurity domain expertise, AI agent/LLM workflow experience, unified CSM/AM models, customer advisory boards.
Technologies
ChurnZero, Gainsight, HubSpot, Salesforce, Gong, AI automation tools.
Responsibilities
Lead and scale the AMER CS organization (hiring, capacity, career paths); design and roll out a customer maturity framework; establish value-based executive business reviews (EBRs); build AI systems to turn customer signals into next best actions; own GRR/NRR targets and forecast accuracy; partner with Account Management on renewals and expansion; close product gaps to reduce churn.
Seniority
VP, hands-on IC leader
