Vice President of Customer Success
Location
United States
Posted
6 days ago
Salary
Not specified
Seniority
Mid Level
No structured requirement data.
Job Description
Role Description
Velocity is seeking to hire a VP of Customer Success. The Vice President of Customer Success is a strategic executive responsible for leading the company’s customer lifecycle strategy, ensuring exceptional customer experiences while driving retention, expansion, and long-term revenue growth.
This leader will oversee all Customer Success functions including onboarding, customer lifecycle management, retention, renewal strategy, and expansion opportunities across the company’s telecommunications and managed services portfolio. The VP of Customer Success will work cross-functionally with Sales, Product, Service Delivery, and Operations to ensure seamless transitions from sale to implementation through ongoing customer engagement.
The ideal candidate has deep experience in telecommunications and managed services environments, with a strong understanding of recurring revenue models, complex service delivery processes, and enterprise customer relationships. This role supports customers across a wide range of industries, requiring the ability to understand diverse business needs and deliver solutions that drive measurable value across different vertical markets.
Qualifications
- Bachelor’s degree in Business, Telecommunications, IT, or related field.
- 10+ years of telecommunications industry experience.
- 10+ years of leadership experience in Customer Success, Account Management, or Customer Experience roles.
- Experience in telecommunications or managed services environments required.
- Proven success managing recurring revenue portfolios and driving retention and expansion.
- Experience supporting customers across multiple industries and business environments.
- Strong understanding of enterprise customer lifecycle management.
- Experience building and leading high-performing customer success teams.
- Demonstrated ability to collaborate cross-functionally with Sales, Product, and Operations leadership.
- Experience with CRM and customer lifecycle platforms (HubSpot, Salesforce, Gainsight, etc.).
Requirements
- Define and execute the company’s Customer Success strategy across the entire lifecycle: onboarding, adoption, expansion, renewal, and advocacy.
- Ensure seamless transition from sales to implementation and ongoing service delivery.
- Establish scalable processes to support growth while maintaining a high-touch customer experience.
- Support a diverse customer base across multiple industries, ensuring solutions are tailored to meet the unique needs of each customer environment.
- Own customer retention metrics including Net Revenue Retention (NRR), churn reduction, and expansion revenue.
- Develop strategies to increase customer lifetime value through cross-sell and upsell opportunities.
- Partner with Sales leadership to drive coordinated expansion strategies within existing accounts.
- Design proactive engagement models to ensure customers achieve measurable value from telecommunications and managed services solutions.
- Develop customer health scoring frameworks and early-warning indicators to identify and mitigate churn risk.
- Implement structured quarterly business reviews (QBRs) with key accounts.
- Ensure the Customer Success organization understands the operational needs of clients across various industries and adapts engagement strategies accordingly.
- Partner closely with Service Delivery, Network Operations, and Technical Support teams to ensure service performance meets customer expectations.
- Improve handoffs between Sales, Customer Success, and Operations to eliminate friction in the customer experience.
- Implement tools, automation, and analytics to improve customer lifecycle visibility.
- Leverage AI and RPA to optimize operations to best support customers.
- Build and lead a high-performing Customer Success organization including Customer Success Managers, account management teams, and onboarding specialists.
- Establish performance metrics, training programs, and career development pathways.
- Foster a culture of accountability, customer advocacy, and operational excellence.
- Provide executive leadership with insights on customer trends, adoption metrics, churn drivers, and expansion opportunities.
- Establish dashboards and reporting frameworks for customer lifecycle performance.
- Use data-driven insights to inform service improvements and go-to-market strategy.
Benefits
- Medical, Dental, Vision
- PTO & Paid Holidays
- Paid Sick Time
- 401K – with Employer Match
- Paid Parental Leave
- Company provided Life Insurance, Short/Long-Term Disability
- Supplemental Benefits Available
Job Requirements
- Bachelor’s degree in Business, Telecommunications, IT, or related field.
- 10+ years of telecommunications industry experience.
- 10+ years of leadership experience in Customer Success, Account Management, or Customer Experience roles.
- Experience in telecommunications or managed services environments required.
- Proven success managing recurring revenue portfolios and driving retention and expansion.
- Experience supporting customers across multiple industries and business environments.
- Strong understanding of enterprise customer lifecycle management.
- Experience building and leading high-performing customer success teams.
- Demonstrated ability to collaborate cross-functionally with Sales, Product, and Operations leadership.
- Experience with CRM and customer lifecycle platforms (HubSpot, Salesforce, Gainsight, etc.).
- Define and execute the company’s Customer Success strategy across the entire lifecycle: onboarding, adoption, expansion, renewal, and advocacy.
- Ensure seamless transition from sales to implementation and ongoing service delivery.
- Establish scalable processes to support growth while maintaining a high-touch customer experience.
- Support a diverse customer base across multiple industries, ensuring solutions are tailored to meet the unique needs of each customer environment.
- Own customer retention metrics including Net Revenue Retention (NRR), churn reduction, and expansion revenue.
- Develop strategies to increase customer lifetime value through cross-sell and upsell opportunities.
- Partner with Sales leadership to drive coordinated expansion strategies within existing accounts.
- Design proactive engagement models to ensure customers achieve measurable value from telecommunications and managed services solutions.
- Develop customer health scoring frameworks and early-warning indicators to identify and mitigate churn risk.
- Implement structured quarterly business reviews (QBRs) with key accounts.
- Ensure the Customer Success organization understands the operational needs of clients across various industries and adapts engagement strategies accordingly.
- Partner closely with Service Delivery, Network Operations, and Technical Support teams to ensure service performance meets customer expectations.
- Improve handoffs between Sales, Customer Success, and Operations to eliminate friction in the customer experience.
- Implement tools, automation, and analytics to improve customer lifecycle visibility.
- Leverage AI and RPA to optimize operations to best support customers.
- Build and lead a high-performing Customer Success organization including Customer Success Managers, account management teams, and onboarding specialists.
- Establish performance metrics, training programs, and career development pathways.
- Foster a culture of accountability, customer advocacy, and operational excellence.
- Provide executive leadership with insights on customer trends, adoption metrics, churn drivers, and expansion opportunities.
- Establish dashboards and reporting frameworks for customer lifecycle performance.
- Use data-driven insights to inform service improvements and go-to-market strategy.
Benefits
- Medical, Dental, Vision
- PTO & Paid Holidays
- Paid Sick Time
- 401K – with Employer Match
- Paid Parental Leave
- Company provided Life Insurance, Short/Long-Term Disability
- Supplemental Benefits Available
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