Description
We are building a new Customer Success team and are hiring a SVP of Customer Success to own our most strategic insurance customers. You will be the customer's senior point of continuity across Support, Delivery, and Sales, and the person accountable for retaining and growing the revenue in your portfolio. This is a named, senior relationship role for people who operate at C-suite level and think commercially – not a shared-queue support function.
Working Model: Remote - East Coast, US
We are building a new Customer Success team and are hiring a SVP of Customer Success to own our most strategic insurance customers. You will be the customer's senior point of continuity across Support, Delivery, and Sales, and the person accountable for retaining and growing the revenue in your portfolio. This is a named, senior relationship role for people who operate at C-suite level and think commercially – not a shared-queue support function.
Working Model: Remote - East Coast, US
Requirements
Lead and develop the team
Own the region
Carry your own book
Scope:
You lead the regional Customer Success team and carry a personal account book. Your team owns customers' success and growth – not their contracts, tickets, or implementation projects, which sit with Sales, Support, and Delivery. You do not line-manage Sales, Support, or Delivery in the region; you orchestrate across them.
Lead and develop the team
- Lead, coach, and develop a regional team of Customer Success Managers across the Strategic and Commercial tiers.
- Own capacity and coverage planning across the regional book – the right CSM on the right account at the defined tier coverage ratios.
- Set and uphold one global Customer Success standard and shared playbooks consistently across the region.
- Hire, onboard, and performance-manage CSMs, and build a bench for growth.
Own the region
- Own regional Customer Success outcomes: aggregate Net Revenue Retention, gross retention, and account health across the region.
- Run the regional operating rhythm – health and risk reviews, forecasting, and escalation of the most at-risk accounts.
- Represent regional Customer Success to in-region Sales, Delivery, and Support leadership, and roll the region up to the Head of Global Customer Success.
Carry your own book
- Personally own a small book of the region's most strategic accounts – staying hands-on at C-suite level and modelling the standard you set for the team.
Scope:
You lead the regional Customer Success team and carry a personal account book. Your team owns customers' success and growth – not their contracts, tickets, or implementation projects, which sit with Sales, Support, and Delivery. You do not line-manage Sales, Support, or Delivery in the region; you orchestrate across them.