VP of Customer Success

The VP of Customer Success will develop and execute the vision, strategy, and operational plan for a scalable and segmented Customer Success model, defining the customer journey for SMB, Enterprise, and Strategic accounts across the US, UK, and Australia. This role involves building and leading a high-performing global Customer Success Management (CSM) team aligned with WorkWave’s strategic growth goals. Responsibilities include creating customer onboarding, engagement, value realization, renewal, and expansion playbooks, implementing Customer Health Scoring and risk mitigation frameworks, and rolling out/operationalizing a Customer Success platform integrated with Salesforce and other tools. The VP will establish appropriate tech-touch and high-touch models with proper coverage and capacity planning, collaborate with Sales, Renewals, Professional Services, Support, Product, and Marketing to ensure end-to-end customer success, and lead the Executive Sponsorship program. Key SaaS CS metrics such as GRR, NRR, adoption, CLV, churn, and NPS will be owned and improved, supported by the establishment of data-driven dashboards, KPIs, and forecasting tools. The role also involves driving revenue expansion through value realization and partnership with Sales and Marketing on cross-sell and upsell strategies.