Note: The job is a remote job and is open to candidates in USA. iboss is a leading AI-powered Zero Trust SASE platform trusted by enterprises worldwide. The VP of Customer Success will lead the global Customer Success organization, focusing on customer retention, satisfaction, and growth while collaborating cross-functionally to enhance the customer experience.
Responsibilities
- Lead, mentor, and scale a high-performing team of Customer Success Managers (CSMs) focused on enterprise accounts
- Define and execute the Customer Success strategy, organizational structure, and operating model to support iboss rapid growth
- Foster a culture of accountability, customer obsession, and continuous improvement within the CS organization
- Recruit, develop, and retain top talent to build a world-class enterprise-focused team
- Own key performance metrics including Net Revenue Retention (NRR), Gross Revenue Retention (GRR), customer satisfaction (CSAT/NPS), and renewal rates across the enterprise segment
- Develop and execute proactive strategies to drive product adoption, reduce churn, and identify expansion opportunities within the existing enterprise customer base
- Serve as an executive sponsor for strategic and high-value enterprise accounts, building trusted relationships with C-suite stakeholders
- Partner with Sales leadership to support upsell, cross-sell, and renewal motions within enterprise accounts
- Design and optimize the end-to-end enterprise customer journey, from onboarding through renewal and expansion
- Implement scalable programs and playbooks to ensure consistent, high-quality engagement across all enterprise segments
- Drive executive business reviews (EBRs) and strategic account planning with key enterprise customers
- Champion the voice of the customer internally, ensuring enterprise customer feedback directly influences product roadmap and company priorities
- Partner closely with Product and Engineering to advocate for enterprise customer needs and drive resolution of critical issues
- Collaborate with Marketing to develop customer advocacy programs, case studies, and reference programs
- Work alongside Sales to ensure seamless handoffs and alignment throughout the enterprise customer lifecycle
- Partner with Support and Professional Services to ensure a cohesive post-sale experience
- Develop and present executive-level reporting on Customer Success metrics, trends, and risks to senior leadership
- Build and manage the CS department budget and headcount planning
- Leverage data and analytics to identify at-risk enterprise accounts and drive timely interventions
Skills
- 10+ years of experience in Customer Success, Account Management, or related post-sale roles, with at least 4 years in a senior leadership capacity
- Proven track record of leading and scaling Customer Success teams focused on enterprise accounts at a B2B SaaS company
- Demonstrated success managing Fortune 500 and large enterprise customer relationships at the C-suite level
- Demonstrated success owning and improving key metrics such as NRR, GRR, churn, and customer satisfaction within an enterprise segment
- Strong understanding of the SaaS business model and enterprise customer lifecycle management
- Exceptional communication, presentation, and executive stakeholder management skills
- Experience in cybersecurity, network security, or cloud security industries
- Familiarity with Zero Trust, SASE, CASB, or Secure Web Gateway concepts
- Bachelor's degree in Computer Science, Computer Engineering, Information Technology or Electrical Engineering
Benefits
- Competitive base salary + performance-based bonus
- Comprehensive health, dental, and vision benefits
- 401(k) with company match
- Unlimited PTO and paid holidays
Company Overview