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EnterpriseAlumni · 1 day ago

Senior Vice President Customer Success (New York)

United States

Full-time

Remote

Director/Executive

12+ years exp

Enterprise Alumni is the market leading Alumni engagement platform, building a category-defining environment for alumni and professional networks focusing on the financial sector. They are seeking a Senior Vice President of Customer Success to lead and scale their global CS organization, focusing on retention, expansion, and customer value.

AlumniCollaborationCommunitiesEnterprise SoftwareHuman ResourcesInformation TechnologyInternetRecruitingSaaSSearch Engine

Growth Opportunities

Responsibilities

Own growth through customers

Lead global strategy for retention, renewals, expansion, and adoption

Own key metrics including NRR, churn, expansion revenue, onboarding time, and customer health

Partner with Sales on forecasting, renewals, and account expansion

Build and scale a world-class CS organization

Hire, develop, and lead high-performing teams across time zones

Build strong management layers, playbooks, and operating rhythms

Create clear career paths and performance standards as we scale

Be the executive voice of the customer

Build trusted relationships with senior stakeholders at financial institutions and alumni networks

Personally sponsor strategic and at-risk enterprise accounts

Represent customer insights at exec, board, and investor level

Influence product and company direction

Partner closely with Product and Engineering to shape roadmap priorities

Translate customer feedback into scalable product and process improvements

Ensure customer experience aligns with financial-sector expectations around data, security, and compliance

Design for scale

Implement systems, tooling, and data to support a fast-growing SaaS business

Create repeatable, global CS models while allowing for regional nuance

Balance speed, quality, and consistency in a high-growth environment

Qualification

Customer SuccessB2B SaaSRetention ManagementTeam ScalingFinancial ServicesStakeholder ManagementProduct PartnershipGDPR FamiliarityISO Standards KnowledgeLeadership