VP, Customer Success

New York, New Jersey, Massachusetts, Pennsylvania, Washington DC, North Carolina, Florida, Georgia. Posted a month ago

The role

The Vice President of Customer Success ensures customers achieve measurable business outcomes from Reltio's cloud-native Context Intelligence platform. This leader will build and scale a global organization to drive value realization, customer adoption, and Gross Revenue Retention.

What you will do

Lead a global Customer Success organization to increase renewal rates and reduce churn
Accelerate account expansion through cross-sell and upsell
Improve lifetime value through product adoption, satisfaction, and health scores
Accelerate new business growth through customer advocacy
Define and operationalize a value realization framework
Ensure customers adopt Reltio as a system of record for AI driven functions
Define structure and account alignment for CSMs
Hire and scale a global team
Create onboarding and ramping processes for new team members
Map the customer journey from pre-sales to value realization

Required qualifications

Relevant Bachelor’s degree
15+ years of experience in highly regulated environments including Life Sciences, Healthcare and Financial Services
Experience with Software-as-a-Service (SaaS)/Platform-as-a-Service (PaaS) and Infrastructure-as-a-Service (IaaS)
Ability to manage influence through persuasion, negotiation, and consensus-building
Strong empathy for customers and passion for revenue and growth
Deep understanding of value drivers in recurring revenue business models
Analytical and process-oriented mindset
Demonstrated desire for continuous learning and improvement
Enthusiastic and creative leader with the ability to inspire others
Excellent communication and presentation skills
MDM, Cloud, Enterprise, SaaS experience

Nice to have

Preference for computer science or related degrees
Ideally combined background of post-sale and sales experience

About the company

Reltio, an SAP Company, provides a cloud-native SaaS Context Intelligence Platform that harmonizes and governs data for enterprise AI. The company was founded on a distributed workforce and offers flexible work arrangements.