Regional Vice President, Customer Success

We are a SaaS company that delivers customer intelligence for marketing and revenue teams at leading organizations. We have over 250 employees with 10 offices globally, supporting over 200,000 clients worldwide. We are looking for Regional Vice President (RVP) of Customer Success who would a strategic leader who collaborates with various teams to drive customer adoption, satisfaction, and retention within the region. The role is remote but preference as would be given to someone who is based in Toronto as the team of 6-7 CSM's you would be managing are based in GTA. Responsibilities:

Provide visionary leadership to the Customer Success Management (CSM) team, setting clear goals and strategies for success. Standardize CSM processes and develop comprehensive metrics to measure success across the region. Ensure a sufficient level of engagement across the client base (by segment) to drive minimal churn, and proactively mitigate any churn riskImplement standardized onboarding and training programs for CSMs on new features and functionality. Define personal goals and metrics for career progression for CSMs and provide support to help them achieve these goals.

Collaborate with Customer Success Managers to ensure successful outcomes are shared publicly through references, reviews, and case studies. Foster a culture of collaboration and support within the team, encouraging knowledge sharing and professional development. Partner with Sales RVPs to drive alignment of account plans and engagement across AE and CSMPartner with Technical Support to ensure processes are in place to resolve customer escalations. Partner with the Product team to provide client feedback and track product roadmap that aligns with the feedbackParticipate in customer Executive Business Reviews (EBRs) to assess customer needs and identify opportunities for growth.

Advocate for customer needs and priorities within the organization, escalating critical issues and driving feature development. Develop and maintain strong relationships with key client contacts, acting as trusted advisor and strategic partner. Provide regular updates and insights to executive leadership on key account health and strategic initiatives. What you bring: 10 to 15 years of progressive experience in customer success or related roles, with at least 5 years in a senior leadership position. Proven track record of successfully leading and mentoring high-performing teams in a fast-paced, dynamic environment. Bachelor's degree in Business Administration, Management, or a related field; MBA preferred.