Vice President of Customer Success

Join our team as the Vice President of Customer Success, where you will be responsible for post-sale revenue protection and growth across our Identity and Risk solutions. You will lead customer adoption, retention, renewal execution, and expansion, while partnering closely with Sales, Product, Delivery, Support, and Services leadership. This role requires a deep understanding of customer lifecycle management and value realization in complex, regulated environments, as well as senior leadership experience in Customer Success, Account Management, or post-sale roles within SaaS, payments, fraud, risk, or data-driven technology businesses.

• Assurer la protection et la croissance des revenus après-vente pour les solutions d'identité et de risque, avec une responsabilité directe pour l'adoption, la rétention, l'exécution du renouvellement et l'expansion des clients.
• Diriger et concevoir le modèle opérationnel de réussite client, y compris la segmentation des comptes, le rythme d'engagement et la clarté des rôles, en veillant à ce que les directeurs et les responsables de la réussite client soient alignés sur les comptes à haut risque et à fort impact.
• Diriger et développer les directeurs et les responsables de la réussite client, en fixant des attentes de performance claires liées aux résultats des clients, en coachant les leaders à travers des situations complexes et en construisant une organisation de réussite client résiliente et responsable.
• Gross and net revenue retention performance
• Customer Success team performance, engagement, and scalability
• Deep understanding of customer lifecycle management and value realization in complex, regulated environments
• Executive customer satisfaction and reference ability
• Senior leadership experience in Customer Success, Account Management, or post sale roles within SaaS, payments, fraud, risk, or data driven technology businesses
• Proven ownership of retention, renewal, and expansion outcomes at enterprise scale
• Demonstrated ability to lead organizations through change, re orgs, or operating model evolution

Measures of Success

• Experience partnering closely with Sales and Product leadership to drive customer outcomes and revenue growth
• Renewal predictability and churn risk reduction
• Expansion pipeline quality and conversion
• Strong executive presence with the ability to influence C level customer and internal stakeholders