VP, Client Success in New York at Jobgether

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-makers across client organizations.
• Excellent communication, presentation, negotiation, and relationship-building skills.
• Strong analytical mindset with the ability to interpret customer and business data and translate insights into strategic actions.
• Experience working effectively across sales, marketing, product, and other cross-functional teams.
• Results-oriented approach with a strong focus on customer outcomes and organizational objectives.
• Strong leadership presence, emotional intelligence, sound judgment, and the ability to influence at multiple organizational levels.
• Familiarity with customer success platforms, CRM systems, analytics tools, and other customer management technologies is a plus.
• Experience in higher education, EdTech, SaaS, or a related technology-driven environment is advantageous.
• Ability to work effectively during US East Coast business hours.
• Willingness and ability to travel occasionally to client sites or office locations as required.

Benefits:

• Competitive executive-level compensation package.
• Fully remote, remote-first work environment with flexibility and autonomy.
• Flexible work schedule designed to support work-life balance.
• 18 paid time-off days from the first day of employment, with additional PTO accrued annually.
• 15 paid company holidays.
• Medical, dental, and vision insurance coverage.
• Paid parental leave.
• 401(k) retirement plan with company match.
• Professional development and career growth opportunities.
• Company events and opportunities to connect with colleagues.
• Employee referral bonus program.
• Home office perks and support.
• Access to office locations for occasional in-person collaboration.
• Mission-driven environment focused on helping higher education institutions achieve stronger outcomes.
• Collaborative community that values curiosity, authenticity, diverse perspectives, continuous learning, and meaningful impact.