Vice President, Customer Success Engineering

What You’ll Do:

• Build the Engine: You will build a world-class talent engine, attracting and developing top CS talent globally with clear role charters and career paths.
• Drive Value: Establish scalable frameworks for onboarding, adoption, and value realization across enterprise, commercial, and public sector segments. You will standardize QBRs with executive-ready narratives tied to business outcomes.
• Own the Number: You are responsible for global retention and Net Revenue Retention (NRR) goals. You will defend ARR via proactive risk telemetry and build an expansion engine that generates CS-sourced pipeline.
• Operationalize Success: Partner with Finance and Ops to forecast renewals and oversee systems (e.g., Gainsight, Salesforce) to monitor customer health and lifecycle performance.
• Collaborate & Advocate: Work closely with Product and Engineering to incorporate customer feedback into the roadmap and partner with Sales and Marketing on advocacy and reference programs

What You Bring to the Table:

• Experience: 10+ years in Customer Success or related SaaS leadership, including 5+ years leading global teams.
• Proven Metrics: You have led a global technical CS organization for a $50M+ ARR portfolio, delivering GRR ≥ 90% and NRR ≥ 120% in complex enterprise environments.
• Technical Fluency: You possess a strong understanding of DevSecOps, open source software management, and the SDLC (CI/CD, Kubernetes, OSS governance).
• Analytical Acumen: You are a data-driven operator fluent with product telemetry, health models, and relationship intelligence.