VP of Customer Success

VP, Customer Success

About Copado:

Copado is the #1 DevOps Platform for Salesforce and the Cloud. We harness native CI/CD and Robotic Testing to drive digital transformation for 1,000+ innovative brands—from Coca-Cola to eBay to Volkswagen. Our low‑code platform unites admins and developers to scale end‑to‑end software delivery across multi‑cloud environments. The impact? 20X faster releases, 94% fewer production bugs, and 46% more Salesforce ROI—with no more late nights or stressful release days.

Reports To:

Chief Revenue Officer

Department:

Customer Success

Job Level:

VP

Summary:

The VP, Customer Success is Copado’s senior executive accountable for customer outcomes and durable revenue retention. This leader sets the global Customer Success strategy and operating model across onboarding, adoption, value realization, renewals, and expansion. The role owns Net Revenue Retention (NRR), Gross Revenue Retention (GRR), product adoption, executive sponsorship, and the Voice of the Customer program—partnering closely with Sales, Services, Support, Product, and Marketing to deliver measurable customer value and enterprise‑class experiences.

Key Responsibilities:

• Own global retention and expansion metrics (NRR/GRR), forecasting, and quarterly/annual plans; drive operating rhythm and accountability across regions.

• Lead and scale high‑performing teams (CSM, Renewals, Customer Success Operations, Technical Account Management/Adoption) to world‑class standards.

• Define the end‑to‑end customer journey—from onboarding to value realization—ensuring time‑to‑value, health scoring, and playbooks are standardized and data‑driven.

• Establish an executive sponsor and QBR program using CopadoInsights to quantify outcomes, surface risks, and unlock growth opportunities.

• Create a proactive renewals motion in partnership with Sales/Finance; institute early‑warning risk models, save plays, and clear accountability for coverage.

• Partner with Product to translate customer outcomes into roadmap priorities; build formal feedback loops (CABs, VOC) and champion UX quality and reliability.

• Collaborate with Professional Services and Support to ensure seamless delivery, incident escalation, and customer advocacy—minimizing production risk and enabling complex releases.

• Stand up Customer Success Operations (systems, data, analytics) including CS tooling, health models, segmentation, capacity planning, and leading indicators.

• Drive value realization storytelling and commercialization of outcomes (case studies, references) with Marketing to support pipeline and brand trust.

• Own executive‑level communications and board‑ready reporting on retention, adoption, and program maturity; present clear actions and impact.

• Recruit, develop, and succession‑plan diverse leadership talent; foster an inclusive, outcomes‑obsessed culture grounded in clarity, coaching, and accountability.

Qualifications:

• 15+ years in post‑sales/customer success, services, or account management for enterprise SaaS; 7+ years building and leading multi‑regional CS organizations.

• Proven ownership of NRR/GRR at scale (e.g., $100M+ ARR environments), with consistent retention improvement and expansion impact.

• Strong financial acumen (forecasting, coverage models, segmentation, compensation design) and operational rigor (OKRs, dashboards, inspection).

• Expertise implementing CS operating models—onboarding, adoption playbooks, health scoring, success planning, and executive QBRs.

• Fluency partnering with Sales, Services, Support, and Product; adept at escalation management and executive customer communications.

• Data‑driven decision‑making and systems literacy across CS platforms (e.g., Gainsight/ChurnZero), CRM, support, and BI tools.

• Exceptional leadership, coaching, and talent development; creates clarity, focus, and measurable outcomes.

Preferred Qualifications:

• Experience in the Salesforce ecosystem and/or DevOps, release management, testing automation, or ALM.

• Background l