Vice President of Customer Engineering & Success

Vice President of Customer Engineering & Success

Business ClassificationsSAASB2BEnterpriseAbout the RoleThe Company is seeking a Vice President of Customer Engineering & Success to lead the full technical customer journey, from pre-sales engagement through adoption, support, renewal, and expansion. The role will set the strategy and operating model for field engineering, technical success, digital customer success, and support, creating a consistent experience across customer segments and regions. Responsibilities include improving retention, reducing churn, driving expansion and technical wins, and building scalable high-touch, pooled, and digital engagement models. The VP will develop global teams and operating metrics, serve as the executive voice of the customer, and partner with product, engineering, sales, and marketing leaders to shape priorities and go-to-market plans. Candidates should bring 15 or more years of technical customer-facing leadership experience, primarily in B2B software-as-a-service environments, including at least 10 years leading leaders and multi-function teams. They should have a proven record of improving retention, churn, and expansion outcomes, scaling global teams and support operations, and designing segmented engagement models supported by data and technology. A strong technical foundation in software development, DevOps, continuous integration and delivery, and cloud technologies is required, along with experience in go-to-market strategy, annual planning, and budget and headcount ownership. Executive-level influence in a matrixed environment is essential; experience with usage-based models, professional services, automation, or organizational integration is an advantage. Hiring Manager TitleChief Revenue Officer FunctionsAccount Management/Optimization Sales/Revenue