VP, Customer Success & Services

1 week ago
Executive
Customer and Technical Support
Nice Côte d'Azur

Nice Côte d'Azur

Nice Côte d'Azur promotes tourism in the Nice Côte d'Azur region, offering resources for exploring the area and organizing weekend getaways that blend coastal and mountain experiences, while also providing interactive exploration games and multimedia c...

Hotels, Restaurants & Leisure
Founded 1960

Description

  • Define and execute the regional strategy for Customer Success and Services in alignment with global business priorities.
  • Lead innovation and transformation across customer engagement, delivery, and support models.
  • Implement scalable processes and operating frameworks to improve team efficiency and customer outcomes.
  • Track and improve key performance metrics including NPS, CSAT, solution adoption, retention, referenceability, time to revenue, and revenue growth.
  • Serve as an executive sponsor for regional customers and act as a trusted advisor to C-level stakeholders.
  • Advocate for customer needs internally to influence product development and service enhancements.
  • Partner with Sales, Product, Platform Operations, and R&D to deliver seamless customer experiences and business outcomes.
  • Build, mentor, and inspire a high-performing, customer-centric organization.
  • Foster a culture of accountability, innovation, and continuous improvement.
  • Oversee renewal practices and ensure they support revenue growth targets.

Requirements

  • Bachelor’s degree in Business, Finance, Technology, or a related field, or equivalent experience.
  • Master’s degree in Business, Finance, or a related field is preferred.
  • 20+ years of experience in customer success, contact centers, or B2B technology.
  • 10+ years of experience leading large, high-performance teams.
  • Proven success managing relationships with Fortune 500 brands.
  • Strong understanding of customer success and services KPIs with a track record of measurable improvement.
  • Ability to communicate complex software concepts to enterprise-level executives.
  • Executive leadership experience in a SaaS company is highly preferred.
  • Familiarity with contact center technologies, CCaaS, premise-to-cloud migrations, or enterprise software support.
  • Ability to travel domestically.

Interested in this position?

Apply directly on the company website

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