Veralto

Vice President, Customer Success

Veralto

full-time

Posted on:

Location Type: Remote

Location: Colorado • United States

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Salary

💰 $240,000 - $289,000 per year

Job Level

Lead

About the role

  • Drive Net Revenue Retention (NRR) through renewals, price uplift, expansion, and churn reduction
  • Ensure fast, high-quality time-to-value (TTV) through onboarding, education and training
  • Build a scalable, data-driven Customer Success model aligned to customer segments
  • Translate customer outcomes into predictable growth and long-term value
  • Deliver fast, quality customer support measured with OTD and FTR
  • Lead renewal strategy in partnership with Sales, including risk identification and mitigation
  • Bring sophisticated management and problem-solving skills to customer escalations, leading to the best possible resolutions
  • Establish proactive customer health scoring, success plans, and executive engagement motions
  • Own the end-to-end customer onboarding experience, from handover to go-live
  • Reduce time-to-value through standardized onboarding frameworks and success milestones
  • Work actively with Sales and prospects, guiding them on difficult implementation, technical, security, and infrastructure related questions around TraceGains solutions.
  • Own the customer training strategy, including onboarding, adoption, and advanced enablement
  • Build customer self-help content that accounts for learning preferences, improving customer experience and reducing TraceGains delivery costs
  • Lead and scale global customer support operations, delivering timely, high-quality issue resolution across all channels while consistently meeting SLAs, CSAT, and operational performance targets
  • Define and continuously improve support processes, systems, and knowledge assets, driving efficiency, consistency, and proactive issue prevention in close partnership with Product and Engineering
  • Have integrity, trust, and honesty: ability to fully engage in positive conflict of ideas and then fully committing to the course of action even if there is not 100% consensus
  • Lead, coach, and develop high-performing teams across his/her organization

Requirements

  • 8–12+ years of experience in Customer Success, scaling function in global B2B SaaS company focus midmarket
  • Proven leadership experience managing CS, onboarding, and/or enablement teams, with hands-on interaction with customers and internal stakeholders
  • Strong track record of driving NRR, renewals, price uplift and expansion
  • Strong analytical skills with ability to turn data into action
  • Executive-level communication and stakeholder management skills
  • Successful completion of a drug and background screening process including, but not limited to, employment verifications, criminal search, OFAC, SS Verification, as well as credit screening, where applicable and in accordance with federal and local regulations
  • Bachelor’s degree is required. Master degree a plus
Benefits
  • Health, dental, vision, life insurance, AD&D, STD, and LTD coverage
  • Supplemental (accident, hospital & indemnity, and hospital) coverage
  • Paid parental leave
  • Pet insurance
  • Identity theft coverage
  • Fully remote work environment
  • Flexible paid time off available on your date of hire
  • A 401(k) plan and company match for saving for your future
  • Company Paid Volunteer Days
  • Advancement opportunities and promoting from within
Applicant Tracking System Keywords

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

Hard Skills & Tools
Net Revenue Retentioncustomer onboardingcustomer supportdata-driven modelcustomer health scoringsuccess plansissue resolutionsupport processesanalytical skillsstakeholder management
Soft Skills
leadershipproblem-solvingintegritytrusthonestycommunicationcoachingteam developmentconflict resolutioncustomer engagement