VP, Client Success

Accountabilities:

• • Lead, mentor, and develop the client success team, establishing a culture of excellence, collaboration, accountability, and continuous improvement.
  • Set clear performance expectations, objectives, and OKRs for the team while regularly evaluating performance and providing actionable feedback.
  • Ensure the client success organization has the appropriate tools, resources, training, and processes to consistently deliver outstanding customer experiences.
  • Develop and execute a comprehensive customer success strategy aligned with organizational priorities and focused on measurable client and business impact.
  • Analyze customer data, trends, feedback, and account performance to identify opportunities to improve satisfaction, adoption, retention, and expansion.
  • Build and maintain trusted relationships with key clients, serving as their internal advocate and strategic partner.
  • Proactively engage senior client stakeholders to understand their objectives, challenges, priorities, and opportunities, providing strategic guidance and support.
  • Oversee client onboarding and ensure new customers experience a smooth, effective transition to products and services.
  • Partner closely with sales and product teams to strengthen adoption, improve customer outcomes, and identify opportunities for account growth.
  • Develop and implement strategies to reduce churn, increase retention, and maximize customer lifetime value.
  • Identify upsell and cross-sell opportunities within existing accounts and collaborate with sales to convert those opportunities into sustainable revenue growth.
  • Define, monitor, and report on customer success KPIs, using performance insights to guide decisions and improve team effectiveness.
  • Provide senior leadership with regular reporting, analysis, recommendations, and visibility into customer health and business performance.
  • Capture customer feedback, testimonials, success stories, and case studies that demonstrate measurable value.
  • Collaborate with marketing and sales to incorporate customer advocacy and success stories into business development and promotional initiatives.

  Requirements:

  • Bachelor’s degree in Business, Marketing, or a related discipline; an advanced degree is preferred.
  • 8+ years of experience in customer success, account management, client services, or a related function, including at least 3–5 years in a leadership role.
  • Deep understanding of customer success principles, strategies, lifecycle management, retention, adoption, and expansion best practices.
  • Demonstrated success developing and executing customer success strategies that improve satisfaction, retention, and commercial outcomes.
  • Proven ability to build, lead, and develop high-performing customer-facing teams.
  • Strong experience managing relationships with senior stakeholders and decision-makers across client organizations.
  • Excellent communication, presentation, negotiation, and relationship-building skills.
  • Strong analytical mindset with the ability to interpret customer and business data and translate insights into strategic actions.
  • Experience working effectively across sales, marketing, product, and other cross-functional teams.
  • Results-oriented approach with a strong focus on customer outcomes and organizational objectives.
  • Strong leadership presence, emotional intelligence, sound judgment, and the ability to influence at multiple organizational levels.
  • Familiarity with customer success platforms, CRM systems, analytics tools, and other customer management technologies is a plus.
  • Experience in higher education, EdTech, SaaS, or a related technology-driven environment is advantageous.
  • Ability to work effectively during US East Coast business hours.
  • Willingness and ability to travel occasionally to client sites or office locations as required.

  Benefits:

  • Competitive executive-level compensation package.
  • Fully remote, remote-first work environment with flexibility and autonomy.
  • Flexible work schedule designed to support work-life balance.
  • 18 paid time-off days from the first day of employment, with additional PTO accrued annually.
  • 15 paid company holidays.
  • Medical, dental, and vision insurance coverage.
  • Paid parental leave.
  • 401(k) retirement plan with company match.
  • Professional development and career growth opportunities.
  • Company events and opportunities to connect with colleagues.
  • Employee referral bonus program.
  • Home office perks and support.
  • Access to office locations for occasional in-person collaboration.
  • Mission-driven environment focused on helping higher education institutions achieve stronger outcomes.
  • Collaborative community that values curiosity, authenticity, diverse perspectives, continuous learning, and meaningful impact.