VP, Account Delivery & Customer Success in San Francisco, California at Thunder

VP, Account Delivery & Customer SuccessLocation: Remote (United States)
The Vice President, Account Delivery and Customer Success is responsible for the overall health, performance, retention, and growth of Thunder’s strategic customer portfolio. This leader oversees Thunder’s Account Delivery Management function, including Account Delivery Owners and Engagement Managers, ensuring strong delivery governance, executive customer alignment, proactive risk management, and long term customer success.
This role serves as a key executive partner across Sales, Global Delivery, Architecture, and Finance to ensure customer engagements deliver measurable business value while maintaining strong commercial and operational performance. The VP, Account Delivery and Customer Success acts as the executive escalation leader for strategic accounts and is responsible for building scalable customer governance processes that strengthen customer relationships, renewals, and account growth.
Responsibilities:
Customer Portfolio Governance & Health

• Own the health, retention, and growth of Thunder’s strategic customer portfolio
• Lead and scale the Account Delivery Management organization
• Establish governance processes for customer health, executive alignment, escalations, and account planning
• Drive customer satisfaction, adoption, and long term value realization

Executive Relationship Management

• Build and maintain executive-level relationships with customers and strategic partners
• Serve as an executive escalation leader for high visibility customer situations
• Lead strategic customer discussions focused on roadmap alignment, business priorities, and delivery outcomes

Delivery Governance & Risk Management

• Partner with Delivery Leadership and Sales teams to ensure successful customer outcomes
• Proactively identify and mitigate delivery, commercial, and relationship risks across customer portfolios
• Lead recovery planning and executive communications for escalated accounts and projects

Growth & Renewals

• Partner with Sales and Practice Leadership to support renewals, expansion opportunities, and strategic account growth
• Ensure account teams maintain strong executive alignment and customer engagement throughout the customer lifecycle
• Support account planning and long term customer roadmap discussions

Organizational Leadership

• Mentor and develop Account Delivery Owners and Engagement Managers
• Drive operational maturity, consistency, and accountability across the Account Delivery organization
• Partner with executive leadership on organizational design, scaling strategy, and customer engagement models

Qualifications:

• 12+ years of experience in enterprise consulting, systems integration, customer success, or delivery leadership
• Proven experience managing strategic customer relationships and complex enterprise portfolios within the Salesforce ecosystem
• Experience leading customer-facing delivery, engagement management, or account governance organizations
• Strong background in escalation management, executive communication, and cross-functional leadership
• Proven ability to build deep, trusting relationships with senior stakeholders and maintain a strong executive presence under pressure
• Exceptional leadership skills with a demonstrated ability to influence and collaborate effectively across Sales, Delivery, Architecture, and Finance teams
• Strong business acumen, with the ability to balance operational efficiency with commercial strategy and growth
• Active Salesforce certifications and willingness to achieve additional certifications on emerging technologies (preferred)

Why Thunder? Because You Deserve More Than Just a Job.

• A Culture of Builders – We’re a remote-first, global team of curious, collaborative problem-solvers. You’ll have the opportunity to refine processes, solve challenges, and help shape the future of Salesforce and Amazon consulting. If you’re excited to build, innovate, and grow, you’ll fit right in.
• Forge Your Own Path – At Thunder, you’re not just filling a role—you’re shaping it. Whether it’s jumping into presales, refining our methodology, or building something entirely new, the opportunity to innovate is yours to take.

Perks In Store for You:

• Comprehensive Benefits with Sequoia – Medical, Dental, Vision, and Employer-Paid Life/Disability Insurance to keep you and your loved ones covered.
• Ownership & Impact – Stock options in a fast-moving, high-growth company. Every employee plays a part in what we’re building. Come make your mark!
• Level Up Your Career – Real opportunities to grow your Salesforce and Amazon expertise through mentorship, certifications, and hands-on experience with cutting-edge technology.
• Work from anywhere (well, almost 😉) - Enjoy the freedom of remote work, flexible PTO (with a 2-week minimum!), and generous leave policies - because the best work happens where you’re happiest.
• People-First Flexibility – We’re always listening, evolving, and adapting. Your feedback helps shape our policies, ensuring you can thrive - professionally and personally.

Applicants must be currently authorized to work in the United States on a full-time basis.

Research shows that women and people from underrepresented groups often apply to jobs only if they meet 100% of the qualifications. We recognize that it is highly unlikely that someone meets 100% of the qualifications for a role. If most of this job description describes you, then we encourage you to please apply for this role. Thunder is proud to be an Equal Opportunity employer, and is deeply committed to building and supporting our diverse team through inclusive, equitable hiring practices.
Thunder does not accept unsolicited resumes from recruitment agencies. All resumes submitted by recruitment agencies to any employee via email, the Internet (including LinkedIn), or directly without a fully-executed search agreement will be deemed the sole property of Thunder, and no fee will be paid in the event the candidate is hired.