VP of Customer Success

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 10%

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SheerID

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2011

💼 Consulting

📣 Marketing

📦 Logistics

💰 Private Equity Round on 2021-04

Consulting • Marketing • Logistics

SheerID is a global leader in identity verification for commerce. The company provides a platform that allows businesses to create and verify eligibility for gated offers targeted at community groups such as students, military members, and healthcare professionals. By leveraging over 200,000 authoritative data sources, SheerID's verification platform enhances customer acquisition, loyalty programs, and fraud prevention for its clients. The platform ensures that customer data is securely owned by the businesses and not resold, empowering clients with direct engagement and marketing capabilities. SheerID is known for its white-label verification experience that can be deployed online, mobile, and in-store, and for helping global brands retain and convert customers efficiently.

📋 Description

• Develop and implement strategies to drive gross retention rate (GRR) and net retention rate (NRR) • Lead a global customer success organization responsible for customer lifecycle engagement • Maintain commercial ownership of retention and expansion targets • Drive high-touch consultative engagement for enterprise customers and expansion revenue • Champion AI-driven customer success agents and tools, predictive churn signaling, and conversation intelligence • Assess customer segmentation and recommend improvements for scalability and commercial performance • Hire, coach, and manage customer success team members • Develop customer, product, commercial, AI literacy, and domain expertise across the team • Design engagement processes for the largest customers and partner with Sales on revenue growth, expansion, and retention roadmaps • Partner with EMEA Sales Leadership and global revenue teams on regional Customer Success expansion • Create customer nurture, advocacy, Customer Advisory Board, Net Promoter, and retention-driving programs with Customer Marketing • Drive continuous improvement of processes, playbooks, OKRs, forecasting accuracy, and the broader customer journey • Lead cross-functional initiatives to improve customer experience and revenue outcomes • Lead change management and value realization practices, including defining, driving, and demonstrating client ROI • Define and own operational and commercial performance metrics • Deliver accurate GRR/NRR forecasting and plans to attain or exceed targets • Develop a scalable, tech-touch, AI-assisted Mid-Market customer success strategy

🎯 Requirements

• 8+ years of enterprise B2B software/SaaS Customer Success leadership experience • Proven track record of consistently delivering >90% GRR and 115% NRR outcomes • Demonstrated experience building, managing, and scaling distributed enterprise customer success teams across US and EMEA/UK markets • Experience driving global revenue expansion and multi-regional deal execution • Experience selling into enterprise verticals including Retail, AI/Tech, Travel, Consumer Services, and Hospitality • Deep experience negotiating and closing complex six- and seven-figure global commercial agreements with complicated, multi-stakeholder buyer groups • Proven ability to lead and coach customer success teams through AI and agentic transformation • Demonstrated ability to partner cross-functionally with Revenue Operations, Marketing, and Sales • Strong command of customer success retention and expansion methodologies • Experience with CRM systems and data-driven customer health analytics • Salesforce, Gong, and reporting tools experience required • Martech experience is a plus • Experience leveraging AI capabilities for account health visibility, predictive churn modeling, and operational productivity

🏖️ Benefits

• Equal opportunity employer committed to diversity and inclusion • Inclusive work environment • Remote work arrangement • Customer success leadership opportunity with commercial ownership and expansion responsibility