Group Vice President – Customer Success

Job not on LinkedIn

🔥 0 minutes ago

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 12%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Connectbase

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2015

☁️ SaaS

📡 Telecommunications

🤝 B2B

🔥 Funding within the last year

💰 Private Equity Round on 2025-12

SaaS • Telecommunications • B2B

Connectbase is a SaaS platform that modernizes how network connectivity is bought and sold. The Connected World platform provides location intelligence, automated workflows, and end-to-end connectivity lifecycle tools — including CPQ (configure/price/quote), circuit and data center inventory, IPAM, spend intelligence, and APIs — to help network providers, wholesalers, carriers and buyers discover, price, order, manage, and optimize connectivity. The platform profiles billions of locations and centralizes supplier/product data to speed quoting, reduce manual work, and improve buying/selling outcomes for enterprise telecom teams and channel partners.

📋 Description

• Lead Customer Success across Connectbase’s portfolio and customer segments • Build a consistent Customer Success operating model • Remain directly involved with strategic customers and the team • Make customer value visible by helping customers win business, buy more effectively, automate work, improve operational control and realize financial benefits • Own customer adoption, value realization, retention and renewal readiness, with Sales accountability for expansion and net revenue retention • Lead three direct reports: the Director of Customer Retention & Renewals, the VP of Customer Success Americas, and the VP of Customer Success overseeing EMEA • Establish customer success plans with executive sponsors, business baselines, measurable outcomes, adoption milestones, owners and target dates • Build repeatable playbooks across Discover, Quote, Order, Inventory and Spend • Run executive value reviews and build relationships beyond a single champion • Own the Customer Success retention plan, renewal execution, account risk assessment and retention forecast • Partner with Sales on account growth plans, qualified expansion opportunities and commercial execution • Develop a consistent renewal process and maintain reliable account and renewal records with Revenue Operations and Finance • Agree acceptance criteria with Service Delivery and carry success plans into ongoing adoption • Track time to first value and sustained value beyond technical go-live • Coordinate customer communication and recovery during material escalations • Help customers establish trusted location, network, pricing and lifecycle data • Drive adoption of integrated workflows and APIs and measure production use, automation and transaction completion • Help customers activate relevant ecosystem relationships and measure useful commercial activity • Hire, coach and develop Customer Success leaders and managers • Design customer segmentation, coverage, capacity and escalation models • Build a reliable customer health model using adoption, outcomes, data readiness, relationship strength, support experience and commercial signals • Use AI and automation to improve account preparation, risk detection, customer education and team productivity • Own the CS budget and capacity plan • Bring recurring customer evidence into product priorities and build customer advocacy with Marketing • Assess the team and customer portfolio, meet strategic customers, validate baselines and launch priority recovery plans during the first 90 days

🎯 Requirements

• Typically 12 or more years in Customer Success, account management or related enterprise software roles • At least five years leading teams and developing managers • Equivalent experience with comparable scope and results is welcome • Measurable record of improving gross and net revenue retention, reducing churn and contraction, accelerating customer value, and growing enterprise relationships • Experience building or transforming Customer Success in B2B SaaS, vertical software or a data platform with complex workflows, integrations and multiple customer stakeholders • Strong commercial and financial judgment, including renewal planning, expansion qualification, forecasting, account economics and resource allocation • Ability to translate technical capabilities, data quality and API adoption into business outcomes • Evidence of leading change across Sales, Delivery, Product and Operations, including influencing teams outside the reporting line • Strong executive communication, analytical discipline and coaching skills • Especially valuable: connectivity, telecommunications, digital infrastructure, location intelligence, marketplaces or transaction platforms experience; multi-product portfolios or acquired businesses; global enterprise customers; scaling an efficient CS model in a growth-stage business; direct telecom experience

🏖️ Benefits

• Direct access to company leadership • Influence on Connectbase’s next stage of growth • Inclusive environment welcoming different backgrounds and paths to leadership

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume