BPO Success Services

Vice President of Customer Success delivers executive-level leadership designed to drive customer outcomes, retention, and expansion for B2B SaaS, AI, Financial Services, CSM companies. Reporting directly to the client’s executive leadership and managing the Director of Customer Success, this role ensures strategic alignment across departments and keeps Customer Success at the center of business growth. The VP is a trusted partner in both day-to-day performance and high-stakes presentations to Boards and Investors.

Core Responsibilities:

• Own and execute the overarching Customer Success strategy to drive retention and net revenue expansion.
   
• Manage and mentor the Director of Customer Success and oversee the success team structure, performance, and development.
   
• Report weekly customer health metrics and insights directly to client C-level leadership.
   
• Forecast churn risk and upsell opportunities through data-driven analysis and pipeline alignment.
   
• Align with Sales, Product, and Marketing to ensure seamless customer lifecycle and value realization.
   
• Build and maintain executive dashboards for real-time visibility into customer KPIs.
   
• Design and continuously optimize the customer journey for scalability and impact.
   
• Lead cross-functional initiatives to remove customer friction and accelerate adoption.
   
• Drive a culture of accountability by setting clear KPIs and performance goals for the CS team.
   
• Represent Customer Success in Board and Investor presentations with strategic insights and business impact.

Director of Customer Success plays a pivotal role in translating strategy into execution. 

Reporting to the Vice President of Customer Success, this leader is responsible for managing the day-to-day performance of the Customer Success Manager (CSM) team, ensuring customer outcomes are consistently achieved across the portfolio. The Director is a critical link between high-level strategy and frontline execution, driving team performance, customer health, and proactive account management.

Core Responsibilities:

• Manage and coach the Customer Success Manager (CSM) team to achieve retention, adoption, and customer satisfaction goals.
   
• Translate strategic goals from the VP into operational plans and team priorities.
   
• Monitor customer health across the portfolio and ensure timely interventions on risks and opportunities.
   
• Conduct regular 1:1s, performance reviews, and ongoing development plans for each CSM.
   
• Establish and enforce standard processes and playbooks across the customer journey.
   
• Collaborate with cross-functional teams to ensure delivery of promised value to customers.
   
• Analyze team and customer data to identify trends, gaps, and areas for optimization.
   
• Ensure accurate and timely updates to customer success platforms and CRM tools.
   
• Own escalations and support CSMs in resolving complex customer issues.
   
• Report on team performance and key metrics to the Vice President on a regular cadence.
   

Customer Success Managers (CSMs) are the frontline drivers of customer satisfaction, retention, and growth. Reporting to the Director of Customer Success, each CSM is matched to a client’s customer segment—whether SMB, Mid-Market, or Enterprise—to deliver tailored engagement strategies. With three levels of expertise—Customer Success Manager, Senior CSM, and Enterprise/Global CSM—our team ensures customers receive the right level of support and strategic guidance at every stage of their journey.

Core Responsibilities:

• Own the post-sale customer relationship, ensuring successful transition from onboarding, adoption, and long-term value realization.
   
• Proactively manage a book of business with regular check-ins, QBRs, and strategic planning sessions.
   
• Monitor customer health and take early action to address risks or growth opportunities.
   
• Collaborate cross-functionally with Sales, Product, and Support to resolve issues and drive customer outcomes.
   
• Act as the voice of the customer internally, providing feedback to influence product and process improvements.
   
• Deliver on key customer KPIs including retention, satisfaction, expansion, and advocacy.
   
• Maintain accurate records and customer insights in success platforms and CRM tools.
   
• Coordinate renewals, expansions, and referrals in partnership with Sales where appropriate.
   
• Customize engagement based on customer segment—tactical for CSMs, strategic for Senior and Enterprise CSMs.
   
• Continuously level up through SuccessBilt’s training programs and Customer Success best practices.