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VP, Customer Loyalty

2 weeks, 1 day ago
United States
Full-time
Executive
Account Manager
Customer and Technical Support
Salesforce
Apply Now
Telestream

Telestream

Telestream is a leading provider of video transcoding and workflow automation solutions. With a focus on quality, reliability, and scalability, Telestream offers a range of products and services that enable organizations to streamline their video produ...

Professional Services
11-50
Founded 1988
View All Jobs 5

Description

  • Own annual renewals targets across the full customer portfolio and be accountable for renewal rate and net revenue retention.
  • Develop and execute a renewals and loyalty strategy that drives proactive customer engagement and reduces churn risk.
  • Set and grow expansion revenue targets within the existing customer base.
  • Maintain executive-level relationships with strategic accounts and lead customer meetings, business reviews, and escalations.
  • Represent post-sale revenue performance in leadership and board-level conversations.
  • Lead, coach, and develop the Renewals team with clear expectations, career paths, and accountability.
  • Identify and develop talent and build depth for the post-sale function over time.
  • Define the hiring plan for the Customer Loyalty function as the team grows and budget allows.
  • Define Telestream's post-sale customer engagement model, including coverage tiers, cadences, health indicators, and success metrics.
  • Build structured customer touchpoints such as renewal planning, executive business reviews, escalation management, and expansion signals.
  • Establish handoff protocols between Sales, Customer Delivery, Customer Loyalty, and Support.
  • Select and implement tooling to track customer health and renewal risk.
  • Define and report on post-sale performance metrics, including NRR, GRR, customer satisfaction, and expansion pipeline.
  • Partner with Sales, Support, Solutions Engineering, Product, Marketing, and Finance to deliver a seamless customer experience and support forecasting, feedback loops, and incentive structure.

Requirements

  • 8+ years of experience in SaaS post-sale functions such as Customer Loyalty, Account Management, Renewals, or Customer Success.
  • At least 3 years of senior leadership experience carrying a quota or recurring revenue target.
  • Demonstrated track record of growing a recurring revenue portfolio that includes SaaS, subscription, and/or on-premises software customers in a B2B environment.
  • Experience building or significantly scaling a post-sale function with measurable impact on NRR and customer retention.
  • Comfort in a commercially accountable role with quota ownership, revenue forecasting, and executive-level customer engagement.
  • Strong cross-functional leadership skills with the ability to influence without direct authority across Sales, Support, Product, and Finance.
  • Willingness and ability to travel for customer engagements, industry events, and internal meetings.
  • Excellent executive communication skills, both written and verbal, including boardroom presence.
  • Experience in video technology, media software, broadcast, or adjacent B2B SaaS markets is preferred.
  • Familiarity with enterprise software renewal cycles and the commercial dynamics of maintenance and support contracts is preferred.
  • Experience in a company undergoing significant growth or ownership transition is preferred.
  • Proficiency with Salesforce and customer engagement platforms is preferred.
  • Background as an individual contributor in a customer-facing role before moving into leadership is preferred.

Benefits

  • Competitive base salary and commission package.
  • Day-one medical, dental, and vision coverage.
  • 100% company-paid life and disability insurance.
  • 401(k) with company match of up to 8%.
  • Quarterly HSA boosts and flexible spending accounts.
  • Flexible time off for salaried employees plus generous paid holidays.
  • Pet insurance.
  • Legal plan plus accident and critical illness coverage.

Interested in this position?

Apply directly on the company website

Apply Now

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