VP, Customer Success Operations – Retention

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.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.

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ECI Software Solutions

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏭 Manufacturing

🏗️ Construction

📦 Logistics

💰 $21M Series C on 2002-02

Manufacturing • Construction • Logistics

ECI Software Solutions is a provider of industry-specific ERP and business management software that helps manufacturers, distributors, building supply dealers, and office-technology businesses run and scale their operations. The company delivers cloud and AI-enabled SaaS platforms—including ERP, B2B eCommerce, CRM, business intelligence, and content/fulfillment tools—aimed at optimizing inventory, accounting, order management, service workflows, and analytics. ECI emphasizes configurable, vertical-focused solutions (e. g. , Ridder iQ, Horizon, Spruce, e-automate, EvolutionX, Cognytics) and enterprise-grade cloud services for small and mid-sized B2B customers worldwide.

📋 Description

• Define the scaled Customer Success operating model for more than 25,000 customers • Design customer segmentation, lifecycle orchestration, AI, automation, and targeted human engagement • Own the operating strategy for Gross Revenue Retention and Net Revenue Retention alongside the renewal organization • Build predictable forecasting, analyze churn drivers, improve save motions, and establish retention as an operating discipline • Build and lead the Customer Success Operations organization • Oversee customer lifecycle programs, engagement operations, customer intelligence, health scoring, and scaled execution • Define customer health measurements, relevant signals, automation triggers, and human-expertise interventions • Continuously improve the operating model using insights from customer interactions • Partner with GTM Engineering to evaluate, build, and operationalize AI capabilities across the customer lifecycle • Partner with Product, Marketing, Support, Professional Services, Sales, and Engineering to create a coordinated customer experience

🎯 Requirements

• 10+ years leading Customer Success, Customer Success Operations, RevOps, Digital Customer Success, or similar organizations in B2B SaaS • Experience building scaled customer success capabilities rather than simply inheriting them • Understanding of how customer journeys, technology, AI, operations, and commercial outcomes connect into one operating system • Experience owning meaningful retention metrics and influencing Gross Revenue Retention, Net Revenue Retention, adoption, and expansion • Comfort discussing operating strategy with executives and redesigning playbooks, workflows, or operating processes • Systems-oriented approach to experimentation, automation, and continuous improvement

🏖️ Benefits

• Occasional travel • Opportunity to shape the systems, teams, and operating model behind ECI’s customer growth • Backing to build and freedom to make decisions