VP, Customer Success, Americas - SaaS Industry

Role Title: Vice President, Customer Success – Americas

Location: Atlanta, GA preferred (EAST time zone required)
Department: Customer Success
Reports to: SVP Global Customer Success

Role Summary:

The Vice President of Customer Success, Americas will lead the regional customer success strategy, execution, and team performance across US, Canada and LATAM. This executive will be responsible for driving customer retention, expansion, satisfaction, and advocacy by ensuring customers achieve measurable business value across our portfolio of SaaS solutions. The role requires strong leadership, cross-functional collaboration, and a customer-first mindset to scale and mature the customer journey across a diverse set of markets and clients.

Strategic Leadership

• Define and execute the Customer Success strategy for the Americas region, aligning with global CS objectives and company goals.
• Partner with Sales, Product, Marketing, and Services to ensure a seamless, value-driven customer journey.
• Champion the voice of the customer in regional and global leadership forums.

Customer Success Management

• Own key metrics including Net Revenue Retention (NRR), churn, product adoption, customer health, and CSAT/NPS across the Americas.
• Build scalable playbooks for onboarding, success planning, QBRs, renewals, and expansion for enterprise and mid-market segments.
• Guide the successful delivery of value outcomes through proactive engagement models.

Team Leadership & Development

• Lead, develop, and grow a high-performing team of Customer Success Directors, Managers, and CSMs across the Americas.
• Foster a culture of accountability, customer empathy, collaboration, and continuous improvement.
• Mentor future leaders and promote career growth within the CS organization.

Operational Excellence

• Drive operational rigor through CS tools (e.g., Gainsight, Salesforce), analytics, and processes.
• Forecast customer risk and opportunities and manage escalations with urgency and clarity.
• Develop reporting frameworks to communicate performance and insights to stakeholders.

Requirements:

• Experience managing a regional portfolio of over 80 enterprise level customers within the Retail and/or Manufacturing industries preferred.

Experience:

• 10+ years in customer success, account management, or consulting roles, with at least 5 years in senior leadership.
• Proven success leading geographically dispersed CS teams in a SaaS or enterprise technology company.
• Strong experience managing $100M+ ARR portfolios across diverse industry verticals.

Skills:

• Strategic thinking with an execution mindset; able to balance long-term vision with day-to-day operations.
• Deep understanding of customer lifecycle, success metrics, and business value realization.
• Excellent communication, executive presence, and stakeholder management skills.

Education:

• Bachelor's degree required; MBA or advanced degree preferred.

Languages:

• English fluency required; Spanish or Portuguese fluency a strong plus given regional scope.

What Success Looks Like:

• Increased net revenue retention and reduced churn in the Americas region.
• High performing, engaged, and scalable CS team.
• Tangible customer outcomes and strong references across strategic accounts.
• Regional CS operations aligned and integrated with global frameworks.