VP, Customer Success

🕒 Yesterday

🇺🇸 United States – Remote

💵 $180k - $240k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 0%

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RIEDEL Communications

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1987

💼 Consulting

📦 Logistics

🏭 Manufacturing

Consulting • Logistics • Manufacturing

RIEDEL Communications is a managed service provider specializing in AI-driven digital marketing, social media management, and IT digital transformation. They offer comprehensive support for office network management and IT solutions, ensuring businesses can effectively navigate the digital landscape. RIEDEL Communications works as an extension of client teams, delivering expert marketing insights and technology solutions to enhance brand visibility and operational efficiency.

📋 Description

• Build and lead a regional Customer Success team across North and South America • Set clear goals, provide coaching, and foster operational excellence and collaboration across Presales Engineers, Support Engineers, Professional Services, and Demo & Exhibitions functions • Develop and execute a regional customer success strategy aligned with global objectives • Drive customer satisfaction, retention, expansion, and consistently excellent operational delivery • Partner with Sales to ensure smooth handoffs • Partner with Product teams to relay customer feedback • Partner with Support for issue resolution • Represent Riedel at industry events across the Americas • Own regional operating rhythms, service levels, and process discipline • Track KPIs and customer satisfaction indicators including Net Promoter Score and Customer Effort Score • Use data analytics to drive continuous improvement, capacity planning, and report insights to senior leadership • Lead escalations and turn challenges into success stories • Travel 30–40% across the Americas for customer visits, trade shows, and team meetings • Report directly to the Executive Director of Global Customer Success

🎯 Requirements

• 10+ years in Customer Success, Account Management, or related pre and post-sales roles • 5+ years leading Customer Success teams in a B2B technology environment • Demonstrated experience building and running operationally excellent Customer Success organizations, including playbooks, SLAs, handoffs, and continuous improvement • Proven track record of driving revenue retention and growth through disciplined operations and execution • Experience in broadcast, media & entertainment, pro AV, live events, or IT/networking strongly preferred • Deep understanding of the broadcast and media market • Strong technical aptitude, including IP networks, wireless intercom, video transport, and real-time systems • Exceptional executive presence and communication skills • Fluent English required • Spanish or Portuguese a plus • Experience with Customer Success platforms, such as Salesforce, and operational tooling used to manage tickets, projects, and service performance • Bachelor’s degree or equivalent experience

🏖️ Benefits

• Health insurance • Vision insurance • Dental insurance • Life insurance • Generous PTO • Monthly wellness credit • Employer FSA funding • 401K match