Synex Talent is seeking a Vice President of Customer Success to lead our customer success organization in Northborough. This full-time, fully remote position offers a senior leadership opportunity to shape how our clients realize value, retain, and grow with us over time.
As Vice President of Customer Success, you will set the strategic direction for post-sale customer engagement, onboarding, retention, and expansion. You will build, mentor, and scale high-performing customer success teams while partnering closely with Sales, Product, and Operations to ensure every client achieves measurable outcomes.
This role offers a competitive compensation package with a salary range of $250,000 - $300,000 USD annually, along with the opportunity to drive meaningful business impact at the executive level.
Responsibilities
Define and execute the overall customer success strategy aligned with company growth objectives
Lead, develop, and scale customer success managers and onboarding specialists
Own customer retention, renewal, and net revenue retention targets
Drive adoption and value realization through structured onboarding and lifecycle programs
Establish key customer health metrics and reporting frameworks for executive visibility
Partner with Sales to drive upsell and cross-sell opportunities within existing accounts
Collaborate with Product teams to translate customer feedback into roadmap priorities
Manage escalations and serve as executive sponsor for strategic accounts
Build scalable processes, playbooks, and tools that improve team efficiency and customer outcomes
Present customer success performance and insights to the executive leadership team
Requirements
Proven experience in a Director or Vice President-level customer success, client services, or account management leadership role
Track record of building and scaling customer success organizations in a SaaS or technology environment
Deep understanding of customer lifecycle management, retention, and expansion strategies
Strong command of customer health scoring, churn analysis, and revenue retention metrics
Experience working with CRM and customer success platforms (e.g., Salesforce, Gainsight, HubSpot)
Exceptional executive communication, stakeholder management, and presentation skills
Demonstrated ability to lead distributed, remote teams with accountability and cultural alignment
Strong data-driven decision-making skills with a focus on measurable business outcomes
#J-18808-Ljbffr
What You'll Do
Define and execute the overall customer success strategy aligned with company growth objectives
Lead, develop, and scale customer success managers and onboarding specialists
Own customer retention, renewal, and net revenue retention targets
Drive adoption and value realization through structured onboarding and lifecycle programs
Establish key customer health metrics and reporting frameworks for executive visibility
Partner with Sales to drive upsell and cross-sell opportunities within existing accounts
