VP OF Customer Experience

Confidential

Reston, VA

Vice President, Customer Success

About the Company

Provider of innovative cybersecurity & risk solutions

Industry
Computer Software

Type
Public Company

Founded
2000

Employees
201-500

Categories

Information Technology & Services
Technology
Analytics
Ediscovery
Enterprise Software
Software
Nuix

Specialties

ediscovery tools
insider threats
digital forensics investigation software
information governance software
legal hold
defensible deletion
big data management
litigation support
email archive migration
risk management
cybersecurity
incident response
and incident response
advanced ediscovery tools
ediscovery software
cloud-based ediscovery
legal discovery tools
digital evidence analysis
forensic data analysis
forensic investigations software
end-to-end data review
advanced investigative tools
document review tools
early case assessment
digital forensics platform
email investigation software
regulatory investigation tools
data investigation tools
legal technology
and ai-enhanced investigations

Business Classifications

SAAS
B2B
Enterprise

About the Role

The Company is in search of a Vice President, Customer Success to spearhead the growth and leadership of the Customer Success function across the Americas. The successful candidate will be responsible for net dollar retention, gross renewal rate, customer health, and the overall post-sale experience within the enterprise customer base. This pivotal role demands a leader with a disciplined, data-led approach to customer lifecycle management, a proven track record in building high-performing Customer Success teams, and the ability to engage at the C-suite level with demanding organizations. The VP will be tasked with coaching and managing a team of Customer Success Managers, setting and driving performance targets, and partnering with Sales to ensure timely and effective renewals. Executive presence, C-suite relationship management capability, and a strong background in enterprise software Customer Success are essential. The ideal candidate will have at least 12 years' of experience in Customer Success, Account Management, or related disciplines within enterprise software, with a minimum of 4 years' at the VP level. They must have a verifiable track record of meeting or exceeding net dollar retention and gross renewal rate targets and be adept at proactive risk management and account health scoring. Experience in eDiscovery, investigative analytics, or legal technology is a plus, as is a postgraduate degree in business, law, or a relevant technical discipline. The role requires a leader who is unafraid to do the right thing, quickly, and who is passionate about making a positive difference in the world through their work and the solutions they provide to customers.

Hiring Manager Title
EVP Americas

Functions

General Management

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Vacancy posted more than 2 months ago

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