Vice President, Customer Success

Job Title: Vice President, Customer Success

Supervisor: President

Department: Customer Success

Date prepared: January 7th, 2026

Location: US Remote

Job Summary:

The VP, Customer Success is a senior leadership role responsible for driving customer adoption, value realization, retention, and expansion across the customer lifecycle. This role owns Customer Success Management, Customer Onboarding, Customer Support, and Customer Training, with a primary mandate to maximize Net Revenue Retention (NRR) through proactive engagement, structured lifecycle management, and scalable enablement programs.

The role will lead and develop global teams, establish best-in-class operating models, and partner closely with Sales, Product, Finance, Engineering, and Marketing to deliver measurable customer and business outcomes.

Reporting: Solid line to TraceGains President, dotted line to Esko’s Chief Customer Experience Officer

Key Objectives:

• Drive Net Revenue Retention (NRR) through renewals, price uplift, expansion, and churn reduction
• Ensure fast, high-quality time-to-value (TTV) through onboarding, education and training
• Build a scalable, data-driven Customer Success model aligned to customer segments
• Translate customer outcomes into predictable growth and long-term value
• Deliver fast, quality customer support measured with OTD and FTR

Essential Duties/Responsibilities:

Customer Success & Revenue Retention

• Own and deliver net revenue retention (NRR), gross retention, churn, and expansion targets
• Lead renewal strategy in partnership with Sales, including risk identification and mitigation
• Bring sophisticated management and problem-solving skills to customer escalations, leading to the best possible resolutions
• Establish proactive customer health scoring, success plans, and executive engagement motions
• Promote our core values of one-to-many solutions against customer demands for customized solutions

Onboarding & Time-to-Value

• Own the end-to-end customer onboarding experience, from handover to go-live
• Reduce time-to-value through standardized onboarding frameworks and success milestones
• Work actively with Sales and prospects, guiding them on difficult implementation, technical, security, and infrastructure related questions around TraceGains solutions.
• Ensure onboarding is tightly aligned with customer outcomes, use cases, and success criteria
• Continuously improve onboarding efficiency, quality, and customer satisfaction

Customer Training & Education

• Own the customer training strategy, including onboarding, adoption, and advanced enablement
• Build customer self-help content that accounts for learning preferences, improving customer experience and reducing TraceGains delivery costs.
• Ensure training and customer materials directly supports product adoption, expansion readiness, and renewal success
• Partner with Product to ensure training reflects product evolution and best practices

Customer Support

• Lead and scale global customer support operations, delivering timely, high-quality issue resolution across all channels while consistently meeting SLAs, CSAT, and operational performance targets
• Define and continuously improve support processes, systems, and knowledge assets, driving efficiency, consistency, and proactive issue prevention in close partnership with Product and Engineering
• Represent the voice of the customer through support insights, identifying trends, managing executive-level escalations, and influencing cross-functional priorities

Leadership & Team Development

• Have integrity, trust, and honesty: ability to fully engage in positive conflict of ideas and then fully committing to the course of action even if there is not 100% consensus
• Lead, coach, and develop high-performing teams across his/her organization
• Define clear roles, responsibilities, and career paths within the CS organization
• Foster a strong culture of accountability, customer empathy, and commercial mindset
• Scale delivery capacity while continuously improving gross margins

Strategy, Process & Tooling

• Define and evolve the Customer Success operating model, including playbooks and governance
• Implement and optimize CS tooling (CRM, CS platforms, LMS, analytics)
• Establish KPIs, dashboards, and executive reporting focused on retention and growth
• Use customer insights and data to drive continuous improvement and strategic decisions