Vice President, Customer Success Remote 28

Requirements

• SUCCESS OUTCOMES:1-3 Months:
• Build strong relationships with CSM and TAM leaders in Americas and EMEA; assess team structure, talent, and coverage models
• Partner with Sales, Product, and Renewals leadership to define account ownership, handoff processes, and alignment on renewal forecasting

Responsibilities

• This is a high-impact leadership role driving customer outcomes, adoption, renewals, and expansion opportunities while representing the voice of the customer across the organization
• You'll partner closely with Product, Engineering, Sales, Renewals, Services, and Support teams to ensure every customer gets maximum value from our platform
• If you're passionate about customer advocacy, building world-class teams, and driving revenue growth, this is your opportunity to make a measurable impact
• WHAT YOU WILL DO:Drive Customer Success Outcomes
• Hold steady renewal rates and reduce down sell & churn
• Expand revenue in accounts through new products and expansion opportunities
• Influence future lifetime value through higher product adoption, customer engagement and overall customer health scores with constant identification of where the risks are within the customer base
• Ensure Success Planning Workshops proceed for all appropriate Customers and drive execution to the resulting Customer Success Plans
• Expand customer advocacy and referenceable customers
• Tailor CS programs to meet the needs of customers at various stages in the customer journey and different segmentation needs
• Prescriptively guide customers towards proven / recommended approaches to satisfying their business needs
• Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate and enforce the creation and management of "get well plans"
• Travel to client sites domestically or internationally
• Measure Effectiveness of Customer Success
• Define and manage operational OKRs (Objectives & Key Results) for team in support of the Company's objectives and enforce the roll down of these KRs for CS members within Lattice
• Track and report metrics and measures of business performance and customer health; product use, NRR, Churn, Upsell
• Recruit, develop and lead world-class customer success team
• Attract high potential individual contributors and leaders into team
• Refine onboarding process for new team members
• Share knowledge within team, based on experience and lessons learned
• Encourage continuous learning within team, developing a team of next generation leaders
• Drive continual knowledge improvement for emerging product offerings and feature/function to assure optimum customer success
• Collaborate Across Company to drive Customer Success
• Influence company-wide culture of Customer Success
• Drive company-wide customer success processes and metrics
• Work closely with the sales to align on customer strategies, renewal forecasting, and account opportunities
• Partner with product to ensure customers are informed of latest features and functionality and advocate internally for additional product enhancements based on customer needs
• Align with Renewal Team around measurement and forecasting
• Conduct a baseline review of customer health, renewal rates, churn, NRR, and upsell/cross-sell metrics; identify key risks in the current portfolio
• Review and refine Customer Success Planning Workshop framework to ensure consistent execution across segments
• Establish operational OKRs for the CS team aligned to company objectives; input them into Lattice for tracking
• Meet with top 10-15 strategic customer executives to introduce yourself, establish credibility, and understand their goals and challenges
• Deliver measurable improvements in customer health scores across Growth, Enterprise, and Strategic accounts through structured success planning and proactive risk management
• Implement refined CS programs tailored by customer journey stage and segmentation; track adoption and satisfaction trends
• Reduce escalations by introducing "get well" playbooks and driving urgency in resolution processes
• Achieve measurable progress in renewal forecast accurac

Benefits