Vice President of Customer Success
Bay Area, California – Remote
- Reports to: Executive Leadership
- Employment Type: Full-time
COMPANY OVERVIEW:
- This organization is a recognized leader in observability for complex, hybrid infrastructure environments. Its AI-powered platform delivers a unified, real-time view across applications, services, and underlying infrastructure—correlating user impact, service dependencies, performance bottlenecks, and cost drivers
- Trusted by Global 2000 enterprises, the company enables IT, operations, and platform engineering teams to improve efficiency, reduce risk, and make faster, data-driven decisions across dynamic, mission-critical environments
- Recent milestones include the strategic acquisition of a complementary observability provider to deliver a unified platform combining deep infrastructure analytics, AI-driven event intelligence, and service-level visibility, as well as the launch of advanced observability capabilities designed to address the performance, cost, and risk challenges of modern AI and GPU-intensive infrastructure
- The company is an Equal Opportunity Employer and is committed to fostering a diverse, inclusive, and high-performing workplace
Mission & Operating Philosophy
The organization's mission is to empower IT, operations, and platform engineering teams to see everything, understand everything, and act with confidence—particularly in complex, hybrid, and AI-intensive environments. Core beliefs include:
- Observability is foundational to modern infrastructure, not optional
- Deep, correlated visibility across compute, storage, network, services, applications, and AI workloads drives superior performance, cost efficiency, and risk mitigation
- AI/ML, topology mapping, event intelligence, root cause analysis, and cost forecasting are critical differentiators
- Customers demand actionable insight, predictability, and control—not just raw metrics
ROLE OVERVIEW:
- The Vice President of Customer Success is a senior executive leader with a demonstrated track record of building and scaling high-performing, customer-centric organizations. This individual will have consistently exceeded performance expectations and played a meaningful role in driving customer retention, accurate retention forecasting, and incremental professional services revenue
- Success in this role requires the ability to rapidly develop deep product expertise to establish credibility with customers and internal stakeholders. The VP of Customer Success will be responsible for establishing a results-driven culture supported by disciplined processes and clear prioritization, while building a global customer success organization aligned to long-term customer outcomes and business growth
- This leader will define the vision, operating model, and best practices for customer success globally, ensuring strong engagement with customer companies, executive sponsors, and champions. The role requires a proven people leader with a history of attracting, developing, and retaining top-tier customer success talent
KEY RESPONSIBILITIES:
- Build, lead, and scale a global Customer Success organization across multiple cities and countries
- Develop and execute strategies to deliver incremental professional services that support customer outcomes and drive additional revenue
- Partner cross-functionally to design and implement initiatives that increase customer value and business impact
- Collaborate with executive leadership to define and align customer success strategy with customer satisfaction, retention, and value creation goals
- Foster a high-performance culture that emphasizes quality, accountability, and continuous improvement while attracting and retaining top talent
- Drive operational excellence through standardized, scalable, and efficient customer success processes
- Continuously evaluate organizational performance against annual operating and strategic objectives
- Build and maintain a customer success operating model and playbook focused on improving customer health and satisfaction
- Establish metrics-driven frameworks that balance efficiency and effectiveness to retain and expand customer relationships
- Act as an executive sponsor and representative with major customers and strategic partners
REQUIRED QUALIFICATIONS:
- Proven executive leader with deep experience building and leading customer success and services organizations
- Demonstrated ability to provide reliable forecasting to senior revenue leadership
- Experience supporting large enterprise customers deploying complex, mission-critical solutions
- Entrepreneurial mindset with a willingness to lead from the front and operate hands-on when needed
- Minimum of 10 years of customer success experience, including at least 5 years leading customer success teams
- Strong cross-functional collaboration experience with sales, product, marketing, and support organizations
- Proven success evaluating, optimizing, and monetizing customer success processes and workflows
- Experience developing and implementing customer success metrics, tools, and operational frameworks
- Track record of creating roadmaps and strategies that optimize implementations, renewals, and upsell opportunities
- Experience building programs that drive customer adoption, retention, and expansion
- Background delivering add-on services such as integrations, performance services, and training programs
WHY JOIN THIS OPPORTUNITY
- Make a direct and visible impact on the growth of a global technology organization
- Work in a flexible, innovative, and highly collaborative environment
- Competitive compensation and equity participation
- Opportunity to shape and scale a global customer success organization and partner ecosystem
We are an equal opportunity employer, and we are an organization that values diversity. We welcome applications from all qualified candidates, including minorities and persons with disabilities.
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