Vice President of Customer Success
Posted 3 months ago
Worldwide
⭐
10+ years experience
Please mention DailyRemote when applying
AI Summary
The Vice President of Customer Success is responsible for defining and executing the company’s customer success strategy across the entire lifecycle, focusing on onboarding, adoption, expansion, renewal, and advocacy. This executive must own customer retention metrics, drive expansion revenue through strategic partnerships with Sales, and design proactive engagement models to ensure customers achieve measurable value.
General Summary
Velocity is seeking to hire a VP of Customer Success. The Vice President of Customer Success is a strategic executive responsible for leading the company’s customer lifecycle strategy, ensuring exceptional customer experiences while driving retention, expansion, and long-term revenue growth.
This leader will oversee all Customer Success functions including onboarding, customer lifecycle management, retention, renewal strategy, and expansion opportunities across the company’s telecommunications and managed services portfolio. The VP of Customer Success will work cross-functionally with Sales, Product, Service Delivery, and Operations to ensure seamless transitions from sale to implementation through ongoing customer engagement.
The ideal candidate has deep experience in telecommunications and managed services environments, with a strong understanding of recurring revenue models, complex service delivery processes, and enterprise customer relationships. This role supports customers across a wide range of industries, requiring the ability to understand diverse business needs and deliver solutions that drive measurable value across different vertical markets.
Primary Duties and Responsibilities
Customer Lifecycle Leadership
- Define and execute the company’s Customer Success strategy across the entire lifecycle: onboarding, adoption, expansion, renewal, and advocacy.
- Ensure seamless transition from sales to implementation and ongoing service delivery.
- Establish scalable processes to support growth while maintaining a high-touch customer experience.
- Support a diverse customer base across multiple industries, ensuring solutions are tailored to meet the unique needs of each customer environment.
Retention & Revenue Growth
- Own customer retention metrics including Net Revenue Retention (NRR), churn reduction, and expansion revenue.
- Develop strategies to increase customer lifetime value through cross-sell and upsell opportunities.
- Partner with Sales leadership to drive coordinated expansion strategies within existing accounts.
Customer Experience & Engagement
- Design proactive engagement models to ensure customers achieve measurable value from telecommunications and managed services solutions.
- Develop customer health scoring frameworks and early-warning indicators to identify and mitigate churn risk.
- Implement structured quarterly business reviews (QBRs) with key accounts.
- Ensure the Customer Success organization understands the operational needs of clients across various industries and adapts engagement strategies accordingly.
Operational Alignment
- Partner closely with Service Delivery, Network Operations, and Technical Support teams to ensure service performance meets customer expectations.
- Improve handoffs between Sales, Customer Success, and Operations to eliminate friction in the customer experience.
- Implement tools, automation, and analytics to improve customer lifecycle visibility.
- Leverage AI and RPA to optimize operations to best support customers.
Team Leadership & Development
- Build and lead a high-performing Customer Success organization including Customer Success Managers, account management teams, and onboarding specialists.
- Establish performance metrics, training programs, and career development pathways.
- Foster a culture of accountability, customer advocacy, and operational excellence.
Strategic Insights & Reporting
- Provide executive leadership with insights on customer trends, adoption metrics, churn drivers, and expansion opportunities.
- Establish dashboards and reporting frameworks for customer lifecycle performance.
- Use data-driven insights to inform service improvements and go-to-market strategy.
Qualifications, Education and Experience
- Bachelor’s degree in Business, Telecommunications, IT, or related field.
- 10+ years of telecommunications industry experience.
- 10+ years of leadership experience in Customer Success, Account Management, or Customer Experience roles.
- Experience in telecommunications or managed services environments required.
- Proven success managing recurring revenue portfolios and driving retention and expansion.
- Experience supporting customers across multiple industries and business environments.
- Strong understanding of enterprise customer lifecycle management.
- Experience building and leading high-performing customer success teams.
- Demonstrated ability to collaborate cross-functionally with Sales, Product, and Operations leadership.
- Experience with CRM and customer lifecycle platforms (HubSpot, Salesforce, Gainsight, etc.).
Core Competencies
- Customer lifecycle strategy.
- Recurring revenue growth & retention.
- Telecommunications and managed services expertise.
- Cross-industry customer engagement.
- Cross-functional leadership.
- Customer experience design.
- Operational scalability.
- Data-driven decision making.
- Executive relationship management.
Key Performance Indicators
- Net Revenue Retention (NRR).
- Customer churn rate.
- Customer satisfaction / Net Promoter Score (NPS).
- Customer adoption and engagement metrics.
- Expansion revenue from existing accounts.
What Success Looks Like
- Best-in-class customer retention and expansion performance.
- Strong alignment between Sales, Service Delivery, and Customer Success.
- High customer satisfaction and advocacy across multiple industry segments.
- Scalable processes supporting long-term revenue growth.
- A high-performing Customer Success organization that acts as a strategic partner to customers.
Why you’ll love working at Velocity
We are an energetic bunch — eager to succeed and have lots of company pride. We promote a collaborative work environment that prioritizes strengthening relationships with our customers and team members to achieve our goals.
As a growing technology solutions and services company, every team member at Velocity has the opportunity to make an impact as we challenge ourselves to provide the best technology and customer experiences in the business. We’re excited about what we do, why we do it, and who we do it for.
Diversity and Inclusion
Velocity is committed to diversity and inclusion and is dedicated to fostering a work environment where all team members are comfortable bringing their authentic selves to work and have equal opportunities to thrive. Our team members work collaboratively and draw inspiration from various perspectives and experiences that make each of us unique. This strengthens our connections with our team members, customers, and communities.
Our Values – Collaborative and Strong at the Core
- Customer-obsessed
- One team
- Do the right thing
- Let’s go!
Our Benefits
- Medical, Dental, Vision
- PTO & Paid Holidays
- Paid Sick Time
- 401K – with Employer Match
- Paid Parental Leave
- Company provided Life Insurance, Short/Long-Term Disability
- Supplemental Benefits Available
About Velocity MSC
Velocity started in 2005. Velocity's customer-obsessed approach, combined with its customized voice and data network solutions, and support services, enhances how multi-location enterprises communicate and do business. That’s why Velocity serves thousands of Fortune 500 companies across various industries. With over 500 employees, 13 redundant data centers, 450 carrier agreements, and 5,500 certified technicians throughout the U.S.— Velocity is an unstoppable force. To learn more, please visit https://velocitymsc.com/careers/.
Velocity is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Velocity is an active participant with E-Verify.
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