Senior Vice President, Customer Success, Account Management and Delivery

Job Description:

• Own all existing accounts globally and be accountable for revenue retention, expansion, and organic growth.
• Drive new-logo acquisitions in partnership with Sales; co-own expansion and new-logo pipeline with the CRO.
• Own end-to-end customer lifecycle including Account Management and Delivery organizations (PMO/Engagement Management) to ensure outcomes are achieved on time, on budget, and at target margins.
• Standardize executive Success Plans per account and run EBR/QBR cadences; define health scoring and automate alerts.
• Own delivery governance (PMO): SOW hygiene, change control, risk/issue management, executive escalations, and ensure on-time/on-budget delivery and target margins.
• Build the Land→Adopt→Expand playbook linking value hypotheses to adoption milestones and commercial expansion.
• Instrument CRM/CS platforms with SLAs, handoffs, forecasting hygiene, and attribution rules; define regional operating rhythms.
• Recruit, mentor, and scale high-performing leaders; foster a customer-first, revenue-aware culture.

Requirements:

• 15+ years in customer-facing, revenue-owning roles (Customer Success, Account Management, Sales, Consulting/Delivery); 8+ years leading global teams.
• Proven track record hitting NRR/GRR and net-new ARR targets; strong renewal/expansion negotiation acumen.
• Delivery leadership experience owning PMO/engagement governance, utilization/margins, and complex program execution.
• Expertise across Cloud (AWS/Azure/GCP/OCI), Data & Analytics, and AI/ML services; ability to tie technical value to commercial outcomes.
• Operational rigor in RevOps/CS Ops, forecasting, coverage models, quota planning, and executive reporting.
• Executive presence with C-suite stakeholders; excellent communication and customer advocacy skills.
• Bachelor’s degree required; MBA or technical graduate degree is a plus.

Benefits:

• Competitive base + performance bonus tied to NRR/GRR/ARR; equity eligible.
• Industry-leading health, dental, vision; 401(k) match; generous PTO and profit-sharing.
• Learning stipend and certifications; leadership development and succession planning.

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