VP of Customer Success

About the role

As VP of Customer Success, you report to the CCXO and lead a team of approximately 25 people (including Team Leads).

You will own and scale Talentech’s Customer Success organization, driving a structured and high-performing operating model across the full customer lifecycle — from onboarding and adoption to renewal and expansion.

Your primary focus will be to quickly reduce churn, strengthen retention, and build a scalable foundation for long-term growth. You will implement data-driven ways of working, establish clear governance of customer and contract data, and ensure strong execution across distributed teams.

Key responsibilities include:

Driving churn reduction and retention as an immediate priority

Building early-warning systems (health scoring, risk triggers, adoption signals)

Leading renewal readiness and managing at-risk accounts

Developing scalable playbooks for onboarding, adoption, QBRs/EBRs, renewals, and expansion

Driving upsell and cross-sell in close collaboration with Sales and Marketing

Establishing strong data governance across Planhat, HubSpot, and NetSuite

Building dashboards, forecasts, and decision-making frameworks

Leading and developing the Customer Success organization with clear structure and accountability

Acting as the voice of the customer across Product, Support, and Implementation

Who we are looking for

We are looking for a strong, hands-on leader with a proven ability to scale Customer Success in a B2B SaaS environment.

You bring:

Experience driving retention, reducing churn, and improving customer outcomes

A track record of building CS operating models, segmentation, and lifecycle playbooks

Strong experience working cross-functionally with Sales, Marketing, and RevOps

A data-driven mindset with experience in CRM and CS platforms

Solid understanding of subscription economics, renewals, and expansion strategies

As a leader, you:

Build, develop, and performance-manage high-perfo