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Vice President, Customer Success

1 day, 5 hours ago
Canada
Full-time
Executive
Customer Success
Customer and Technical Support
CRM
Apply Now
Lone Wolf Technologies

Lone Wolf Technologies

Lone Wolf Technologies offers a complete real estate software suite for brokerages and agents, connecting real estate and technology to simplify transactions and operations.

Internet Software & Services
251-1K
Founded 1989
View All Jobs 9

Description

  • Design and implement a segmented Customer Success operating model for strategic, scaled, and long-tail customer segments.
  • Lead customer segmentation, capacity planning, and book-of-business design aligned to customer value, complexity, and growth opportunity.
  • Establish named CSM coverage, pooled customer management, and AI-driven digital engagement motions.
  • Evaluate, select, implement, and operationalize a Customer Success platform integrated with CRM, support, billing, and product usage systems.
  • Develop health scores, lifecycle workflows, segmentation logic, and reporting standards for Customer Success.
  • Define and execute an AI strategy that improves workflow automation, risk identification, digital engagement, and productivity.
  • Develop standardized lifecycle plays for onboarding, adoption, renewal readiness, risk mitigation, save motions, and expansion.
  • Build proactive risk identification and escalation processes to improve retention and renewal predictability.
  • Partner with Sales and Account Management to identify expansion opportunities and customer growth signals.
  • Build and lead a high-performing Customer Success leadership team and establish KPIs, governance, and performance management frameworks.

Requirements

  • Bachelor’s degree in Business, Marketing, Technology, or a related field required; advanced degree preferred.
  • 10+ years of progressive leadership experience in Customer Success, Account Management, or post-sale SaaS operations.
  • Executive leadership experience within a SaaS or technology organization with complex customer segmentation and retention models.
  • Proven experience redesigning or scaling Customer Success operating models across high-touch and tech-touch segments.
  • Experience implementing and operationalizing Customer Success platforms and workflow automation tools.
  • Strong understanding of AI, automation, digital engagement strategies, and customer lifecycle orchestration.
  • Demonstrated success improving retention, adoption, and customer outcomes through operational excellence and scalable processes.
  • Strong executive presence with the ability to influence and collaborate across senior leadership teams.
  • Experience leading organizational transformation and change management initiatives.

Benefits

  • Competitive salary of $220,000 to $260,000 per year.
  • Remote full-time work arrangement.
  • Opportunity to lead a strategic, high-impact transformation of the Customer Success function.
  • Leadership role with broad cross-functional visibility across Product, Revenue Operations, Finance, Services, Support, and Sales.

Interested in this position?

Apply directly on the company website

Apply Now

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