VP of Customer Success

Leah

Seeking a VP of Customer Success to lead global strategy and drive long-term customer value at Leah. Guiding customer engagement and working with technical teams in AI-driven B2B SaaS.

Posted 5/21/2026full-timeNew York City • New York • 🇺🇸 United StatesLead💰 $160,000 - $200,000 per yearWebsite

About the role

Key responsibilities & impact

Define and execute the global Customer Success strategy, aligning it with company growth objectives and customer value realization.
Build, lead, and scale a high-performing Customer Success organization, including regional leaders, senior CSMs, and strategic account teams.
Establish scalable frameworks, processes, and playbooks that drive customer adoption, retention, expansion, and advocacy.
Develop and implement customer health frameworks, lifecycle management models, and success metrics to proactively manage risk and opportunity.
Serve as a senior executive sponsor for strategic and enterprise customers, building trusted relationships with key stakeholders.
Own and drive customer retention, renewal, and expansion strategy, ensuring predictable recurring revenue growth.
Partner with Product and Engineering to translate customer insights into product improvements and innovation.
Establish data-driven processes to monitor customer health, engagement, and lifecycle performance.

Requirements

What you’ll need

12+ years of experience in Customer Success, Account Management, or customer-facing leadership roles within a B2B SaaS or technology company.
5+ years of executive or senior leadership experience building and scaling Customer Success organizations.
Proven track record of driving customer retention, expansion, and Net Revenue Retention (NRR) in high-growth environments.
Experience working with enterprise and strategic accounts, managing complex stakeholder ecosystems.
Strong understanding of Generative AI technologies and their business applications.
Exceptional strategic thinking, problem-solving, and operational leadership skills.
Strong technical acumen with the ability to understand product architecture, integrations, and enterprise use cases.
Experience working with Customer Success platforms (e.g., Gainsight, Totango), CRM systems (e.g., Salesforce), and analytics tools.
Outstanding communication, executive presence, and stakeholder management skills.
Ability to thrive in fast-paced, high-growth, and evolving technology environments.

Benefits

Comp & perks

Competitive salary with huge growth and upside potential.
Paid Health and Wellness Days and comprehensive insurance coverage.
401(k) / Pension plans with Employer Match.
The ability to make a tangible impact on a global organization shaping the future of Enterprise AI.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer SuccessAccount Managementcustomer retentionNet Revenue Retention (NRR)Generative AI technologiesproduct architectureintegrationsenterprise use casescustomer health frameworkslifecycle management models

Soft Skills

strategic thinkingproblem-solvingoperational leadershipcommunicationexecutive presencestakeholder management