VP Customer Success

Aspire Software

VP of Customer Success at Qmatic leading post-sale customer lifecycle and teams for customer experience.

Posted 5/8/2026full-timeDuluth • 🇺🇸 United StatesLeadWebsite

About the role

Key responsibilities & impact

Lead and develop the overall Customer Success organization, including Customer Success, Professional Services, Procurement, Technical Account Management, and Customer Support.
Establish a clear operating model across the customer lifecycle, with defined handoffs, ownership, service levels, and success metrics.
Build a scalable organization with strong leadership, role clarity, talent development, and performance accountability.
Serve as a key member of the leadership team, contributing to company strategy, growth planning, and cross-functional execution.
Own the post-sale customer journey from contract handoff through implementation, go-live, adoption, value realization, renewal, and expansion support.
Ensure customers have a consistent experience across all delivery and support touchpoints.
Create a process for identifying risk, driving intervention plans, and improving retention and customer health.
Lead implementation and onboarding strategy to ensure projects are delivered on time, on budget, and with high customer satisfaction.
Standardize implementation methodologies, project governance, documentation, and resource planning. Improve services quality, utilization, gross margin, and repeatability while preserving strong customer outcomes.
Partner with Sales and Solution Architect teams to improve transition quality from presale to delivery and reduce implementation risk.
Oversee the Technical Account Management function as a strategic bridge between technical delivery, adoption, optimization, and customer advocacy.
Ensure customers receive proactive technical guidance, issue prevention, and best-practice recommendations.
Partner with Product, Engineering, and Support to escalate, prioritize, and resolve strategic customer issues.
Use TAM insights to identify product gaps, adoption barriers, and upsell or expansion opportunities.
Own the customer support strategy, including service model, case management, escalation processes, responsiveness, and quality standards.
Establish and manage support KPIs such as response times, resolution times, customer satisfaction, and escalation trends.
Improve the support experience through process optimization, knowledge management, tooling, and root-cause analysis.
Ensure the support function is both reactive when needed and increasingly proactive in preventing recurring issues.
Partner with Sales on renewal strategy and account growth, ensuring strong adoption, executive relationships, and measurable realized value.
Build the processes, health scoring, customer reviews, and forecasting needed to improve gross and net retention.
Identify churn risks early and lead save plans for at-risk customers.
Support expansion by ensuring customers are referenceable, successful, and ready for broader adoption of solutions and services.
Partner with Sales to ensure strong post-sale transitions, accurate expectation setting, and alignment on account strategy.
Partner with Product to communicate customer needs, product gaps, support trends, and strategic feedback.
Partner with Revenue Operations and Finance to improve forecasting, reporting, capacity planning, and lifecycle efficiency.
Collaborate with Marketing and executive leadership on customer advocacy, references, case studies, and voice-of-customer programs.
Define and manage a KPI framework for the full post-sale organization, including onboarding performance, adoption, customer health, support quality, retention, expansion readiness, and services profitability.
Build dashboards, business reviews, and operating cadences that provide visibility into team performance and customer outcomes.
Drive process discipline, standardization, and continuous improvement across all post-sale functions. Use data to inform decisions on staffing, coverage, prioritization, and investment.

Requirements

What you’ll need

10+ years of leadership experience in Customer Success, Professional Services, Support, Technical Account Management, or related post-sale functions.
5+ years in a senior leadership role with responsibility for multiple customer-facing teams.
Proven success leading a complex B2B post-sale organization in a growth-oriented environment.
Strong experience building scalable customer success and service delivery models.
Demonstrated track record improving retention, customer satisfaction, service quality, and operational performance.
Experience partnering cross-functionally with Sales, Product, Finance, and Operations.
Strong executive presence with the ability to engage customers, coach leaders, and influence company strategy.
Strong analytical, operational, and organizational leadership skills.
Experience with CRM, project management, support, and customer success platforms preferred.
Preferred Experience: Experience in a solution-based, services-enabled, or technology-enabled business.
Experience managing both recurring customer success motions and project-based delivery teams.
Experience leading organizations through scale, transformation, or operating model change.

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Aspire Software Website LinkedIn All Job Openings 1001 - 5000 employees ☁️ SaaS 🏢 Enterprise 🤝 B2B SaaS
Enterprise
B2B Aspire Software is a company that focuses on acquiring and nurturing businesses with a strong foundation in outstanding products and passionate teams. As part of the Valsef Group, Aspire Software offers resources, knowledge, and a suite of best practices to enhance and expand operations for continuous improvement and sustainable growth. The company emphasizes decentralization to unlock innovation and adaptability within its acquired entities. Aspire Software is dedicated to serving its customers through long-term technology partnerships, leveraging capital and expertise in various verticals to grow both the businesses and individuals involved. VP Customer Success 🔥 39 minutes ago 🏢🏡 Duluth – Hybrid ⏰ Full Time 🔴 Lead 🏆 Customer Success Apply Now Find Hiring Managers Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
Lead and develop the overall Customer Success organization, including Customer Success, Professional Services, Procurement, Technical Account Management, and Customer Support.
Establish a clear operating model across the customer lifecycle, with defined handoffs, ownership, service levels, and success metrics.
Build a scalable organization with strong leadership, role clarity, talent development, and performance accountability.
Serve as a key member of the leadership team, contributing to company strategy, growth planning, and cross-functional execution.
Own the post-sale customer journey from contract handoff through implementation, go-live, adoption, value realization, renewal, and expansion support.
Ensure customers have a consistent experience across all delivery and support touchpoints.
Create a process for identifying risk, driving intervention plans, and improving retention and customer health.
Lead implementation and onboarding strategy to ensure projects are delivered on time, on budget, and with high customer satisfaction.
Standardize implementation methodologies, project governance, documentation, and resource planning. Improve services quality, utilization, gross margin, and repeatability while preserving strong customer outcomes.
Partner with Sales and Solution Architect teams to improve transition quality from presale to delivery and reduce implementation risk.
Oversee the Technical Account Management function as a strategic bridge between technical delivery, adoption, optimization, and customer advocacy.
Ensure customers receive proactive technical guidance, issue prevention, and best-practice recommendations.
Partner with Product, Engineering, and Support to escalate, prioritize, and resolve strategic customer issues.
Use TAM insights to identify product gaps, adoption barriers, and upsell or expansion opportunities.
Own the customer support strategy, including service model, case management, escalation processes, responsiveness, and quality standards.
Establish and manage support KPIs such as response times, resolution times, customer satisfaction, and escalation trends.
Improve the support experience through process optimization, knowledge management, tooling, and root-cause analysis.
Ensure the support function is both reactive when needed and increasingly proactive in preventing recurring issues.
Partner with Sales on renewal strategy and account growth, ensuring strong adoption, executive relationships, and measurable realized value.
Build the processes, health scoring, customer reviews, and forecasting needed to improve gross and net retention.
Identify churn risks early and lead save plans for at-risk customers.
Support expansion by ensuring customers are referenceable, successful, and ready for broader adoption of solutions and services.
Partner with Sales to ensure strong post-sale transitions, accurate expectation setting, and alignment on account strategy.
Partner with Product to communicate customer needs, product gaps, support trends, and strategic feedback.
Partner with Revenue Operations and Finance to improve forecasting, reporting, capacity planning, and lifecycle efficiency.
Collaborate with Marketing and executive leadership on customer advocacy, references, case studies, and voice-of-customer programs.
Define and manage a KPI framework for the full post-sale organization, including onboarding performance, adoption, customer health, support quality, retention, expansion readiness, and services profitability.
Build dashboards, business reviews, and operating cadences that provide visibility into team performance and customer outcomes.
Drive process discipline, standardization, and continuous improvement across all post-sale functions. Use data to inform decisions on staffing, coverage, prioritization, and investment. 🎯 Requirements
10+ years of leadership experience in Customer Success, Professional Services, Support, Technical Account Management, or related post-sale functions.
5+ years in a senior leadership role with responsibility for multiple customer-facing teams.
Proven success leading a complex B2B post-sale organization in a growth-oriented environment.
Strong experience building scalable customer success and service delivery models.
Demonstrated track record improving retention, customer satisfaction, service quality, and operational performance.
Experience partnering cross-functionally with Sales, Product, Finance, and Operations.
Strong executive presence with the ability to engage customers, coach leaders, and influence company strategy.
Strong analytical, operational, and organizational leadership skills.
Experience with CRM, project management, support, and customer success platforms preferred.
Preferred Experience: Experience in a solution-based, services-enabled, or technology-enabled business.
Experience managing both recurring customer success motions and project-based delivery teams.
Experience leading organizations through scale, transformation, or operating model change. Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer successprofessional servicestechnical account managementservice delivery modelsretention improvementcustomer satisfactionoperational performanceproject managementCRM platformsdata analysis

Soft Skills

leadershipexecutive presencecoachinginfluencing strategyanalytical skillsorganizational skillscross-functional collaborationcommunicationprocess optimizationcontinuous improvement