Vice President, Customer Success

Appriss Retail

VP of Customer Success leading an established, high-performing team in a retail solution company. Driving customer retention, growth, and advocacy across a complex enterprise retail portfolio.

Posted 4/16/2026full-timeRemote • 🇺🇸 United StatesLead💰 $190,000 - $210,000 per yearWebsite

About the role

Key responsibilities & impact

Leadership and development of the Director of Customer Success and the full CSM organization
Portfolio-level gross revenue retention (GRR) and net revenue retention (NRR)
Commercial accountability: this is a revenue-generating CS function — the VP owns renewal execution strategy and directly supports expansion efforts in close partnership with Sales leaders
Executive sponsorship of the company’s most complex, high-value accounts — multi-banner, multi-region, multi-stakeholder retail relationships
Customer journey oversight — ensuring a consistent, high-quality experience from onboarding through renewal, with structured approaches to communicating and demonstrating value at each stage
CS playbooks: strategic account engagement, risk identification and management, escalation protocols, and expansion motions
Cross-functional partnership: collaborate with Sales on expansion pipeline, Product on customer feedback loops, Marketing on customer advocacy programs, and RevOps on forecasting and reporting
Long-term customer advocacy: developing customer champions, reference relationships, and advisory engagement that support broader go-to-market objectives
Organizational design: in partnership with the Director of CS and CCO, build toward a segmented or pod-based CS model aligned to customer complexity and growth stage
Talent development and succession planning within the CS organization
CS performance reporting to the CCO and executive leadership

Requirements

What you’ll need

8+ years in Customer Success leadership in a B2B SaaS environment
Experience working directly with retail organizations
Demonstrated impact on GRR and NRR at portfolio scale
Experience managing managers and building CS organizational structure, process, and playbooks
Strong commercial acumen: experience in renewal strategy, pricing discussions, and executive-level customer engagement
Demonstrated ability to build long-term customer relationships and develop customer advocates at the executive level
Familiarity with CS platforms (Gainsight, Totango, or similar); Salesforce proficiency
Experience operating in a PE-backed, metrics-driven, high-accountability environment

Benefits

Comp & perks

Multiple medical plan options
Dental and vision coverage
Health savings and flexible spending accounts
Paid parental leave
Supplemental coverage for life’s unexpected moments
Generous paid time off
401(k) with immediate vesting and company match
Short- and long-term disability
Free access to health and wellbeing resources such as Calm and Sworkit
Access to learning and development opportunities

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer success leadershipgross revenue retention (GRR)net revenue retention (NRR)renewal strategycustomer engagementorganizational structureprocess developmentplaybook creationmetrics-driven environmentcommercial acumen

Soft Skills

leadershipcollaborationcustomer advocacytalent developmentstrategic thinkingrelationship buildingcommunicationorganizational designrisk managementexecutive sponsorship