Vice President, Customer Success

What you'll do

• Own retention, expansion, Net Revenue Retention, NPS, and customer advocacy for the Sailthru Customer Success business
• Manage performance across a defined portfolio of enterprise customers
• Establish and drive disciplined account planning, forecasting, and business review processes
• Identify and mitigate churn risk while proactively uncovering expansion opportunities
• Ensure consistent delivery of customer value through adoption of Sailthru capabilities
• Partner with customers to drive lifecycle marketing maturity, audience engagement, and revenue growth
• Expand platform usage across email, segmentation, personalization, and omnichannel engagement strategies
• Guide customers in translating business goals into scalable marketing programs and measurable outcomes
• Ensure customers realize full value from the Sailthru platform and associated Publisher Cloud capabilities
• Develop trusted relationships with senior leaders at key accounts
• Lead executive business reviews focused on performance, outcomes, and growth opportunities
• Serve as escalation point for strategic customer issues and opportunities
• Build and maintain strong referenceable customer relationships
• Lead a team of Customer Success Managers focused on Sailthru accounts
• Coach and develop team members to improve customer engagement, strategic thinking, and commercial outcomes
• Drive accountability for retention, growth, and adoption outcomes across the team
• Foster a culture of performance, ownership, and customer-centric execution
• Partner closely with Sales, Product, Operations, and Support to ensure customer success
• Act as the voice of the customer
• Influence product priorities through structured customer feedback and insight sharing

Requirements

• 10–15 years of experience in Customer Success, Account Management, Professional Services, or related client leadership roles
• 5+ years leading Customer Success or account teams in SaaS, marketing technology, or digital marketing environments
• University degree in Business, Communications, Marketing, Computer Science or relevant field
• Proven track record of driving retention, expansion, and Net Revenue Retention in enterprise accounts
• Deep understanding of email marketing, lifecycle marketing, personalization, segmentation, and audience engagement
• Strong executive presence with experience managing senior client relationships
• Demonstrated ability to lead teams focused on commercial and customer outcomes
• Strong financial acumen, forecasting, and business performance management experience
• Excellent communication, leadership, and organizational skills
• Nice to have: Experience with ESP, CRM, CDP, or marketing automation platforms
• Nice to have: Background in publishing, media, or audience monetization businesses
• Nice to have: Experience operating in multi-product SaaS environments

Tech stack

Benefits