VP, Client Success

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a VP, Client Success based in the United States. This is a senior leadership opportunity focused on building a world-class client success organization within a mission-driven, data-focused environment. You will lead the client success function, shaping strategies that strengthen adoption, retention, expansion, and long-term customer value. The role combines executive leadership with direct engagement with key clients and cross-functional collaboration across sales, marketing, and product teams. You will use customer insights and performance data to identify opportunities, improve experiences, and drive measurable business outcomes. A major focus will be developing high-performing teams, establishing clear KPIs, and creating scalable customer success processes. You will also serve as a trusted advocate for clients, ensuring their priorities are understood and reflected across the organization. This role is ideal for an experienced customer success leader who brings strategic vision, strong business judgment, and a genuine commitment to customer outcomes. Lead, mentor, and develop the client success team, establishing a culture of excellence, collaboration, accountability, and continuous improvement. Set clear performance expectations, objectives, and OKRs for the team while regularly evaluating performance and providing actionable feedback. Ensure the client success organization has the appropriate tools, resources, training, and processes to consistently deliver outstanding customer experiences. Develop and execute a comprehensive customer success strategy aligned with organizational priorities and focused on measurable client and business impact. Analyze customer data, trends, feedback, and account performance to identify opportunities to improve satisfaction, adoption, retention, and expansion. Build and maintain trusted relationships with key clients, serving as their internal advocate and strategic partner. Proactively engage senior client stakeholders to understand their objectives, challenges, priorities, and opportunities, providing strategic guidance and support. Oversee client onboarding and ensure new customers experience a smooth, effective transition to products and services. Partner closely with sales and product teams to strengthen adoption, improve customer outcomes, and identify opportunities for account growth. Develop and implement strategies to reduce churn, increase retention, and maximize customer lifetime value. Identify upsell and cross-sell opportunities within existing accounts and collaborate with sales to convert those opportunities into sustainable revenue growth. Define, monitor, and report on customer success KPIs, using performance insights to guide decisions and improve team effectiveness. Provide senior leadership with regular reporting, analysis, recommendations, and visibility into customer health and business performance. Capture customer feedback, testimonials, success stories, and case studies that demonstrate measurable value. Collaborate with marketing and sales to incorporate customer advocacy and success stories into business development and promotional initiatives. Requirements: Bachelor’s degree in Business, Marketing, or a related discipline; an advanced degree is preferred. 8+ years of experience in customer success, account management, client services, or a related function, including at least 3–5 years in a leadership role. Deep understanding of customer success principles, strategies, lifecycle management, retention, adoption, and expansion best practices. Demonstrated success developing and executing customer success strategies that improve satisfaction, retention, and commercial outcomes. Proven ability to build, lead, and develop high-performing customer-facing teams. Strong experience managing relationships with senior stakeholders and decision-make