Job Description

The Role: As the Vice President of Customer Success, this role will report to the Chief Revenue Officer. The Vice President of Customer Success will lead our Customer Success organization to drive revenue growth, maximize customer lifetime value, and deliver an exceptional customer experience. This role is responsible for ensuring strong Net Revenue Retention (NRR) and Net Promoter Score (NPS) by executing strategies that enhance customer satisfaction, adoption, expansion, and retention. The VP of Customer Success will champion a customer-centric culture, aligning cross-functional teams to optimize the end-to-end customer journey.

In-Office Position : At Strategy, Monday, Tuesday, Wednesday, and Thursday are in-office days with Fridays as work-from-home.

Key Responsibilities

**Customer Success & Retention **

• Own NRR and NPS targets, implementing strategies to increase renewals, reduce churn, and drive customer advocacy.
• Develop and execute a customer success framework that ensures smooth onboarding, proactive engagement, and measurable value realization.
• Establish best-in-class adoption, success planning, and advocacy programs to accelerate customer satisfaction and long-term retention.
• Optimize the customer lifecycle through journey mapping, segmentation, and targeted engagement strategies.

**Revenue Growth & Expansion **

• Partner closely with Sales, Product, and Marketing to identify and drive expansion opportunities within existing accounts.
• Define and execute cross-sell and upsell strategies, ensuring customers maximize the value of our platform.
• Leverage data-driven insights to forecast retention risk and expansion potential, guiding proactive customer outreach.
• Oversee customer health scoring models to anticipate issues and take preemptive action.

**Leadership & Operational Excellence **

• Scale and lead a high-performing Customer Success team, instilling a culture of accountability, continuous improvement, and customer obsession.
• Implement KPIs, dashboards, and reporting structures to measure success, ensure alignment with corporate goals, and inform strategic decisions.
• Drive operational efficiencies and automation to improve customer engagement, support responsiveness, and service delivery.
• Act as the voice of the customer, influencing product roadmap, go-to-market strategies, and internal processes to enhance customer outcomes.

Qualifications

• 15+ years of experience in Customer Success, Account Management, or a related field, preferably in enterprise SaaS.
• Proven track record of owning and improving NRR and NPS metrics in a fast-paced, growth-oriented environment.
• Strong leadership experience in building and scaling customer success organizations with measurable impact on retention and revenue expansion.
• Expertise in customer journey mapping, success planning, and advocacy programs to drive long-term engagement.
• Data-driven mindset with experience leveraging analytics, automation, and AI to enhance customer experience and operational efficiency.
• Strong collaboration skills to influence cross-functional teams, including Sales, Product, and Marketing.
• Excellent communication and executive presence, with the ability to engage customers and internal stakeholders at all levels.

Additional Information

Strategy is an Equal Employment and Affirmative Action employer F/M/Disability/Vet/Sexual Orientation/Gender Identity.

Strategy is an Equal Employment /Affirmative Action employer and provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures. If you have any difficulty using our online system and you need an accommodation due to a disability, you may contact us about your interest in employment at application_accommodations@strategy.com.