VP Customer Success

Overview

As VP, Customer Success at GWI, you lead strategy and execution for retention and expansion across Enterprise, Majors, and Mid-Market segments worldwide. You will own and coach the Senior Directors, shaping coverage models, forecasting, and a high-performance CS organization. This role combines hands-on leadership with cross-functional influence to protect renewals, accelerate NRR growth, and influence product and go-to-market decisions. You champion a data-driven, customer-centric approach in a fast-paced, collaborative environment with a strong growth mandate.

Pay / Benefits

• 25 days of annual leave
• health cash plan
• 4% pension matching
• flexitime and hybrid/remote options
• work from home budget
• leadership development and global career mobility

Responsibilities

• Drive GRR & NRR targets across Enterprise, Majors and Mid-Market with CRO alignment
• Lead Senior Directors for each segment and develop the wider CS population beneath them
• Optimise the customer lifecycle through onboarding and community engagement to protect renewals and grow NRR
• Act as escalation point for high-value enterprise clients and provide data-backed guidance to CRO and execs
• Lead cross-functional programs to improve onboarding, user communities, renewal rates, and health metrics
• Shape segmentation and coverage strategy with distinct models for Enterprise/Majors and Mid-Market
• Forecast and report gross/net revenue retention, expansion revenue, and health scores for leadership review
• Build talent with fast ramp, strong retention, and clear progression paths across CS teams
• Collaborate with Product, Marketing, RevOps to inform roadmap, packaging, and GTM based on customer feedback
• Scale the CS function with a lean headcount approach and evaluate CS tech stack for efficiency

Key requirements

• Significant experience in progressive CS or Account Management leadership
• Proven ownership of renewals and expansion for segmented books of business
• Ability to operate with autonomy from day one
• Experience designing segmentation and coverage models for multiple customer segments
• Ability to forecast and report on revenue retention and health metrics
• Strong team leadership, coaching, and talent development skills
• Cross-functional influence with Product, Marketing, and RevOps
• Executive presence and credibility with senior stakeholders
• Comfort in a high-tempo, change-ready environment

• strategic thinking
• strong communication
• collaboration and cross-functional influence
• forecasting and analytics
• revenue retention metrics (NRR, GRR)
• customer lifecycle management

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