VP of Customer Success

Role Specific Job Duties:

• Commercial Ownership: Hold commercial ownership of GRR and NRR targets to achieve/exceed plan goals.
• AI & Tooling Adoption: Champion the adoption of AI-driven CS agents and tools, predictive churn signaling, and conversation intelligence to scale team capacity, proactively identify expansion paths, and eliminate account risk early.
• Customer Segmentation: Assess Customer Segmentation and make recommendations to ensure our customers’ success as well as the scalability and commercial performance of the customer success program at SheerID.
• Team Leadership & Coaching: Hire, coach and manage a team while developing and expanding their customer, product, commercial, AI literacy, and domain expertise.
• Enterprise Engagement: Design the process of working with SheerID’s largest customers and partner with Sales in developing a unified roadmap for revenue growth, expansion, and retention.
• Global Expansion: Partner with EMEA Sales Leadership and global revenue teams to develop the plan for Customer Success expansion into those regions.
• Customer Programs & Advocacy: Partner with Customer Marketing to create and deploy customer nurture programs, customer advocacy programs including Customer Advisory Boards, Net Promoter Programs, and retention-driving campaigns.
• Continuous Improvement: Identify opportunities for continuous improvement including evolving processes, playbooks, setting OKRs, forecasting accuracy, and guiding the broader customer journey to maximize GRR and NRR.
• Cross-Functional Leadership: Lead cross-functional initiatives driving customer success and revenue outcomes to improve the customer experience across segments.
• Change Management & Value Realization: Be an expert at leading best practices in change management for both our team and customers while finding ways for CSMs to deeply understand our customer’s objectives and become strategic trusted advisors by determining how to define, drive and demonstrate client value (ROI).
• Metrics & Forecasting Ownership: Define and own your team's operational and commercial performance metrics, delivering accurate GRR/NRR forecasting and driving plans to report on, attain, and exceed them.
• Mid-Market Strategy: Develop and implement a Mid-Market customer success strategy geared at addressing the needs of our smaller customers through scalable, tech-touch, and AI-assisted retention strategies.

Required Skills / Experience:

• Enterprise Track Record: 8+ years of enterprise B2B software/SaaS Customer Success leadership experience, Martech experience a plus, with a proven track record of consistently delivering >90% GRR and 115% NRR outcomes for these businesses.
• Global Enterprise Scope (US & EMEA): Demonstrated experience building, managing, and scaling distributed enterprise customer success teams across US and EMEA/UK markets, driving global revenue expansion and multi-regional deal execution.
• Vertical/Sector Expertise: Experience successfully selling into enterprise verticals, including Retail, AI/Tech, Travel, Consumer Services, and Hospitality.
• Large Brand & Matrixed Deal Experience: Deep history of negotiating and closing complex, six- and seven-figure global commercial agreements with complicated, multi-stakeholder buyer groups.
• AI-Enabled Customer Success Leadership: Proven ability to lead and coach customer success teams through AI and agentic transformation, establishing operational cadence and behavioral norms that leverage advanced tooling to maximize team productivity, expansion velocity, and churn/contraction forecast accuracy.
• Executive Partnership: Demonstrated ability to partner cross-functionally with Revenue Operations, Marketing, and Sales to execute a unified GTM strategy.
• Operational Discipline: Strong command of customer success retention and expansion methodologies, CRM systems, and data-driven customer health analytics. Salesforce, Gong and reporting tools experience a must.

SheerID is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We celebrate diversity and are committed to creating an inclusive environment for all candidates and employees. SheerID believes that diversity and inclusion is critical to our success as a company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.

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