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MeridianLink · 2 days ago

VP Customer Success Enablement

United States

Full-time

Remote

Senior Level

$184K/yr - $288K/yr

MeridianLink is seeking a VP Customer Success Enablement to drive transformation across their Customer Experience team. This senior leadership role focuses on enhancing customer success management, implementing effective strategies, and fostering cross-functional collaboration to align customer experience strategies with enterprise-wide objectives.

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Responsibilities

Lead the Customer Success Management team, including 2 Directors and 25 CSMs to accelerate product adoption, improve NRR, and drive partnership with Sales

Implement customer success scores, improve business review effectiveness, and evolve account management practices

Own handling of complex escalations to strengthen customer relationships and ensure long-term success by driving effective platform adoption and delivering exceptional care

Through a highly skilled, cross-functional team, mobilize resources to resolve critical issues rapidly, protect revenue and trust, and empower customers to maximize the value of our solutions

Drive workforce planning initiatives for both Customer Success and Customer Support, in partnership with CX leadership

Identify opportunities for technology enablement (including automation and AI) while maintaining a focus of employee engagement and development

Collaborate with the VP of CX Operations to ensure alignment and avoid duplication of operational initiatives

Direct Reports: CSM Sr Director and 2 Directors, CAP Director

Partner with Support Leadership to include workforce planning for the Support team

Work closely with the VP of CX Operations to ensure seamless execution or operational strategies, with clear delineation of responsibilities

Qualification

Customer Success LeadershipSaaS ExperienceStrategic Workforce PlanningProcess OptimizationPerformance ManagementAnalytical SkillsExecutive CommunicationCross-Functional AlignmentProblem-Solving SkillsDecision-Making SkillsCommunication SkillsInterpersonal Skills

Required

Proven experience in senior Customer Success leadership roles, preferably within SaaS or technology companies

Experience managing critical customer escalations focusing on restoring trust and returning customers to a buying mindset

Strong track record of driving organizational growth and operational scalability

Expertise in strategic workforce planning, process optimization, and performance management, including indirect influence over teams outside of direct reporting lines

Deep understanding of SaaS business models, metrics (e.g., ARR, NRR, LTV), and customer-focused strategies

Excellent analytical, problem-solving, and decision-making skills

Exceptional communication and interpersonal skills, with the ability to inspire and influence stakeholders at all levels

Excellent executive communication and reporting capabilities, including board-level visibility

Strategic thinker with a bias for operational execution and cross-functional alignment