Vice President of Customer Success

Bay Area, California – Remote

Reports to: Executive Leadership
Employment Type: Full-time

COMPANY OVERVIEW:

This organization is a recognized leader in observability for complex, hybrid infrastructure environments. Its AI-powered platform delivers a unified, real-time view across applications, services, and underlying infrastructure—correlating user impact, service dependencies, performance bottlenecks, and cost drivers
Trusted by Global 2000 enterprises, the company enables IT, operations, and platform engineering teams to improve efficiency, reduce risk, and make faster, data-driven decisions across dynamic, mission-critical environments
Recent milestones include the strategic acquisition of a complementary observability provider to deliver a unified platform combining deep infrastructure analytics, AI-driven event intelligence, and service-level visibility, as well as the launch of advanced observability capabilities designed to address the performance, cost, and risk challenges of modern AI and GPU-intensive infrastructure
The company is an Equal Opportunity Employer and is committed to fostering a diverse, inclusive, and high-performing workplace

Mission & Operating Philosophy

The organization's mission is to empower IT, operations, and platform engineering teams to see everything, understand everything, and act with confidence—particularly in complex, hybrid, and AI-intensive environments. Core beliefs include:

Observability is foundational to modern infrastructure, not optional
Deep, correlated visibility across compute, storage, network, services, applications, and AI workloads drives superior performance, cost efficiency, and risk mitigation
AI/ML, topology mapping, event intelligence, root cause analysis, and cost forecasting are critical differentiators
Customers demand actionable insight, predictability, and control—not just raw metrics

ROLE OVERVIEW:

The Vice President of Customer Success is a senior executive leader with a demonstrated track record of building and scaling high-performing, customer-centric organizations. This individual will have consistently exceeded performance expectations and played a meaningful role in driving customer retention, accurate retention forecasting, and incremental professional services revenue
Success in this role requires the ability to rapidly develop deep product expertise to establish credibility with customers and internal stakeholders. The VP of Customer Success will be responsible for establishing a results-driven culture supported by disciplined processes and clear prioritization, while building a global customer success organization aligned to long-term customer outcomes and business growth
This leader will define the vision, operating model, and best practices for customer success globally, ensuring strong engagement with customer companies, executive sponsors, and champions. The role requires a proven people leader with a history of attracting, developing, and retaining top-tier customer success talent

KEY RESPONSIBILITIES:

Build, lead, and scale a global Customer Success organization across multiple cities and countries
Develop and execute strategies to deliver incremental professional services that support customer outcomes and drive additional revenue
Partner cross-functionally to design and implement initiatives that increase customer value and business impact
Collaborate with executive leadership to define and align customer success strategy with customer satisfaction, retention, and value creation goals
Foster a high-performance culture that emphasizes quality, accountability, and continuous improvement while attracting and retaining top talent
Drive operational excellence through standardized, scalable, and efficient customer success processes
Continuously evaluate organizational performance against annual operating and strategic objectives
Build and maintain a customer success operating model and playbook focused on improving customer health and satisfaction
Establish metrics-driven frameworks that balance efficiency and effectiveness to retain and expand customer relationships
Act as an executive sponsor and representative with major customers and strategic partners

REQUIRED QUALIFICATIONS

Proven executive leader with long-standing VP- level experience building and leading customer success and services organizations within SaaS, subscription-based environments
Demonstrated ability to provide reliable forecasting to senior revenue leadership, with a strong track record of driving high renewal and retention rates
Experience supporting large enterprise customers deploying complex, mission-critical solutions
Entrepreneurial mindset with a willingness to lead from the front and operate hands-on when needed
Minimum of 10 years of customer success experience, including 5+ years’ operating at the VP level leading and scaling customer success teams
Strong cross-functional collaboration experience with sales, product, marketing, and support organizations
Proven success evaluating, optimizing, and monetizing customer success processes and workflows in recurring revenue models
Experience developing and implementing customer success metrics, tools, and operational frameworks aligned to renewals, expansion, and subscription growth
Track record of creating roadmaps and strategies that optimize implementations, renewals, and upsell opportunities
Experience building programs that drive customer adoption, retention, and expansion across enterprise customer portfolios
Background delivering add on services such as integrations, performance services, and training programs

WHY JOIN THIS OPPORTUNITY:

Make a direct and visible impact on the growth of a global technology organization
Work in a flexible, innovative, and highly collaborative environment
Competitive compensation and equity participation
Opportunity to shape and scale a global customer success organization and partner ecosystem

We are an equal opportunity employer, and we are an organization that values diversity. We welcome applications from all qualified candidates, including minorities and persons with disabilities.

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VP of Customer Success