EnterpriseAlumni

Senior Vice President, Customer Success

EnterpriseAlumni

full-time

Posted on:

Location Type: Hybrid

Location: Charlotte • North Carolina • United States

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Job Level

Senior

About the role

  • Own growth through customers
  • Lead global strategy for retention, renewals, expansion, and adoption
  • Own key metrics including NRR, churn, expansion revenue, onboarding time, and customer health
  • Partner with Sales on forecasting, renewals, and account expansion
  • Build and scale a world-class CS organization
  • Hire, develop, and lead high-performing teams across time zones
  • Build strong management layers, playbooks, and operating rhythms
  • Create clear career paths and performance standards as we scale
  • Be the executive voice of the customer
  • Build trusted relationships with senior stakeholders at financial institutions and alumni networks
  • Personally sponsor strategic and at-risk enterprise accounts
  • Represent customer insights at exec, board, and investor level
  • Influence product and company direction
  • Partner closely with Product and Engineering to shape roadmap priorities
  • Translate customer feedback into scalable product and process improvements
  • Ensure customer experience aligns with financial-sector expectations around data, security, and compliance
  • Design for scale
  • Implement systems, tooling, and data to support a fast-growing SaaS business
  • Create repeatable, global CS models while allowing for regional nuance
  • Balance speed, quality, and consistency in a high-growth environment

Requirements

  • 12+ years in Customer Success, Account Management, or Client Services
  • 5+ years in a senior leadership role within B2B SaaS
  • Proven experience owning retention, renewals, and expansion revenue
  • Experience scaling teams in a VC-backed or high-growth environment
  • Track record managing distributed teams
  • Comfortable working with enterprise customers and regulated industries
  • Experience in financial services, professional networks, or alumni platforms (Nice-to-have)
  • Familiarity with GDPR, SOC 2, ISO 27001, or similar standards (Nice-to-have)
  • Experience partnering with Product in a product-led growth environment (Nice-to-have)
Benefits
  • Competitive compensation, meaningful equity, and long-term upside
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer successaccount managementclient servicesretentionrenewalsexpansion revenuescaling teamsdata securitycomplianceSaaS
Soft Skills
leadershipteam developmentrelationship buildingstrategic thinkinginfluencingcommunicationperformance managementcross-functional collaborationproblem-solvingadaptability
Certifications
GDPRSOC 2ISO 27001