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Vice President, Customer Success

2 hours, 35 minutes ago
United States
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 across strategic, scaled, and long-tail customer segments.
  • Define and manage engagement models including named CSM coverage, pooled customer management, and digital or AI-driven motions.
  • Lead customer segmentation, capacity planning, and book-of-business design aligned to customer value, complexity, and growth opportunity.
  • Establish service levels, ownership boundaries, and operational standards across all customer segments.
  • Drive organizational transformation and change management to support evolving customer engagement models.
  • Evaluate, select, implement, and operationalize a Customer Success platform integrated with CRM, support, billing, and product usage systems.
  • Develop health score frameworks, lifecycle workflows, segmentation logic, reporting standards, and AI-enabled engagement models.
  • Create standardized lifecycle plays for onboarding, adoption, renewals, risk mitigation, save motions, and expansion opportunities.
  • Build proactive risk identification and escalation processes to improve retention and renewal predictability.
  • Lead and develop a high-performing Customer Success leadership team while establishing 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 in 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

  • Remote U.S.-based position.
  • Full-time role.
  • Salary range of $220,000 to $260,000 per year.

Interested in this position?

Apply directly on the company website

Apply Now

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