Apply on Employer Site

Varicent · 2 hours ago

Vice President, Customer Success

Austin, TX

Full-time

Hybrid

Director/Executive

12+ years exp

Varicent is a market leader in Sales Performance Management, redefining how organizations achieve revenue success through innovative SaaS solutions. The Vice President of Customer Success will lead the Customer Success Manager and Technical Account Manager teams, driving customer outcomes and maximizing value from the platform while collaborating with various teams across the organization.

Enterprise SoftwareInformation TechnologySalesSoftware

Comp. & Benefits

Responsibilities

Hold steady renewal rates and reduce down sell & churn

Expand revenue in accounts through new products and expansion opportunities

Influence future lifetime value through higher product adoption, customer engagement and overall customer health scores with constant identification of where the risks are within the customer base

Ensure Success Planning Workshops proceed for all appropriate Customers and drive execution to the resulting Customer Success Plans

Expand customer advocacy and referenceable customers

Tailor CS programs to meet the needs of customers at various stages in the customer journey and different segmentation needs

Prescriptively guide customers towards proven / recommended approaches to satisfying their business needs

Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate and enforce the creation and management of 'get well plans'

Travel to client sites domestically or internationally

Define and manage operational OKRs (Objectives & Key Results) for team in support of the Company’s objectives and enforce the roll down of these KRs for CS members within Lattice

Track and report metrics and measures of business performance and customer health; product use, NRR, Churn, Upsell

Attract high potential individual contributors and leaders into team

Refine onboarding process for new team members

Share knowledge within team, based on experience and lessons learned

Encourage continuous learning within team, developing a team of next generation leaders

Drive continual knowledge improvement for emerging product offerings and feature/function to assure optimum customer success

Influence company-wide culture of Customer Success

Drive company-wide customer success processes and metrics

Work closely with the sales to align on customer strategies, renewal forecasting, and account opportunities

Partner with product to ensure customers are informed of latest features and functionality and advocate internally for additional product enhancements based on customer needs

Align with Renewal Team around measurement and forecasting

Build strong relationships with CSM and TAM leaders in Americas and EMEA; assess team structure, talent, and coverage models

Conduct a baseline review of customer health, renewal rates, churn, NRR, and upsell/cross-sell metrics; identify key risks in the current portfolio

Review and refine Customer Success Planning Workshop framework to ensure consistent execution across segments

Establish operational OKRs for the CS team aligned to company objectives; input them into Lattice for tracking

Meet with top 10–15 strategic customer executives to introduce yourself, establish credibility, and understand their goals and challenges

Partner with Sales, Product, and Renewals leadership to define account ownership, handoff processes, and alignment on renewal forecasting

Deliver measurable improvements in customer health scores across Growth, Enterprise, and Strategic accounts through structured success planning and proactive risk management

Implement refined CS programs tailored by customer journey stage and segmentation; track adoption and satisfaction trends

Reduce escalations by introducing 'get well' playbooks and driving urgency in resolution processes

Achieve measurable progress in renewal forecast accuracy and reduce churn in at-risk segments

Demonstrate impact on NRR through early-stage expansion opportunities in at least 15–20% of Enterprise/Strategic accounts

Strengthen team capabilities: new hires onboarded successfully, career development plans implemented, and training on emerging product features rolled out

Deliver year-over-year improvement in renewal rates, NRR, and churn reduction aligned to board-level goals

Establish Varicent as a trusted partner with key customers: grow referenceable accounts and expand executive-level advocacy

Operationalize a repeatable CS operating model across regions, ensuring consistent processes for onboarding, adoption, renewals, and expansion

Embed customer feedback loops into Product, Engineering, and Services to influence roadmap and enhance customer outcomes

Mature internal reporting on customer health, churn, and upsell; leverage insights for predictive risk management and executive decision-making

Develop a succession pipeline of next-generation CS leaders, demonstrating strong leadership bench strength

Influence company-wide adoption of customer-first culture, with CS metrics integrated into executive dashboards and company-wide decision-making

Qualification

Customer Success LeadershipGo-To-Market StrategyTeam ManagementSaaS ExperienceCustomer EngagementEmpathy for CustomersCreative LeadershipBusiness CommunicationBachelor’s DegreeCommunication Skills

Required

12+ years' experience in Go-To-Market leadership positions within technology or Saas organizations, with at least 5 years in Customer Success

5-7 years of experience managing managers, directors, and senior leaders

Proven experience leading teams who drive growth within existing accounts through new and expansion sales, exceptional retention rates and customer engagement and advocacy

Proven ability to develop strategies, translate them into initiatives and track successful delivery

Ability to communicate effectively across internal departments and external stakeholders

Results focused with ability to drive both activity and outcome metrics

Proven record of accomplishment working closely with Product, Services and Support teams

Strong empathy for customers AND passion for revenue and growth

Enthusiastic and creative leader with the ability to inspire others

Strong executive presence and business communication skills (multilingual is a plus)

Relevant Bachelor's degree