MeridianLink

VP Customer Success Enablement

MeridianLink

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $184,500 - $288,400 per year

Job Level

Lead

About the role

  • Lead the Customer Success Management team, including 2 Directors and 25 CSMs to accelerate product adoption, improve NRR, and drive partnership with Sales.
  • Implement customer success scores, improve business review effectiveness, and evolve account management practices.
  • Own handling of complex escalations to strengthen customer relationships and ensure long-term success by driving effective platform adoption and delivering exceptional care.
  • Drive workforce planning initiatives for both Customer Success and Customer Support, in partnership with CX leadership.
  • Identify opportunities for technology enablement (including automation and AI) while maintaining a focus of employee engagement and development.
  • Collaborate with the VP of CX Operations to ensure alignment and avoid duplication of operational initiatives.

Requirements

  • Proven experience in senior Customer Success leadership roles, preferably within SaaS or technology companies
  • Experience managing critical customer escalations focusing on restoring trust and returning customers to a buying mindset
  • Strong track record of driving organizational growth and operational scalability
  • Expertise in strategic workforce planning, process optimization, and performance management, including indirect influence over teams outside of direct reporting lines
  • Deep understanding of SaaS business models, metrics (e.g., ARR, NRR, LTV), and customer-focused strategies
  • Excellent analytical, problem-solving, and decision-making skills
  • Exceptional communication and interpersonal skills, with the ability to inspire and influence stakeholders at all levels
  • Excellent executive communication and reporting capabilities, including board-level visibility
  • Strategic thinker with a bias for operational execution and cross-functional alignment
Benefits
  • Insurance coverage (medical, dental, vision, life, and disability)
  • Flexible paid time off
  • Paid holidays
  • 401(k) plan with company match
  • Remote work

Applicant Tracking System Keywords

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

Hard skills
customer success managementstrategic workforce planningprocess optimizationperformance managementSaaS business modelscustomer-focused strategiesanalytical skillsproblem-solving skillsdecision-making skillsoperational scalability
Soft skills
communication skillsinterpersonal skillsinfluence skillsexecutive communicationreporting capabilitiesstrategic thinkingoperational executioncross-functional alignmentinspiring stakeholderstrust restoration