Vice President, Customer Success
uConnect
Director, Customer Success
Corcentric
full-time
Posted on:
Origin: • 🇺🇸 United States • Pennsylvania, Virginia
Visit company websiteJob Level
Lead
About the role
- Lead and manage a team of Customer Success Managers (CSMs), driving a high-performance, customer-centric culture.
- Lead and manage the North American S2P Customer Success team of 10–15 CSMs.
- Own the strategy and execution of customer lifecycle activities across onboarding, adoption, value realization, retention, and expansion for all North American S2P accounts.
- Serve as executive sponsor and escalation point for strategic accounts, ensuring proactive risk mitigation and issue resolution.
- Develop and implement processes, playbooks, and best practices to improve operational efficiency, customer outcomes, and team productivity.
- Partner cross-functionally with Sales, Product, Delivery, Support, and Marketing to ensure a coordinated and frictionless customer experience.
- Drive customer engagement through executive business reviews (EBRs), success planning, and value reinforcement activities.
- Coach and mentor CSMs on strategic account management, stakeholder alignment, consultative engagement, and commercial growth enablement.
- Monitor and report on key performance indicators such as Net Revenue Retention (NRR), churn, adoption metrics, and customer satisfaction (CSAT/NPS).
- Advocate internally for customer needs and influence product roadmap, services development, and support improvements.
- Identify opportunities to expand the S2P footprint across customer organizations in partnership with Sales.
- Foster a culture of continuous improvement, learning, and career development across the Customer Success team.
- Reports to the VP, Global Customer Success within the Global Client Services team.
Requirements
- A Bachelor’s degree in business or a relevant field.
- Approximately 10+ years of Customer Success experience in the SaaS space.
- Approximately 5+ years of leadership experience, including demonstrated success managing a Customer Success team that manage complex, multi-stakeholder enterprise relationships in a SaaS or technology-enabled services environment.
- Strong Source-to-Pay (S2P), Source-to-Contract (S2C) or Procure-to-Pay (P2P) domain knowledge and relevant industry experience (Fintech, Banking, Payments, etc.)
- Proven ability to drive operational excellence and team results through scalable processes, tools, and performance management practices.
- Strong business acumen and executive presence, with the ability to influence internal and external stakeholders at all levels.
- Exceptional collaboration and interpersonal skills, with the ability to foster a team culture of engagement and achievement.
- High emotional intelligence, with the ability to effectively communicate critical feedback and coach team members to continuously improve performance.
- High level of organization, initiative, and accountability with a strong focus on outcomes and metrics.
- Strong discernment and decision-making abilities to evaluate short- and long-term impacts.
- Proficiency with Customer Success platforms (e.g., Gainsight, Totango), CRM tools (e.g., Salesforce), and productivity tools including MS Excel and PowerPoint.
- Ability to travel approximately 15% for client meetings, events, and team-building.
- It's great if you also have: An MBA or relevant graduate degree
