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VP Of Global Customer Success

Job Description

Xcede are currently partnered with a hyper growth Series C funded cyber security vendor focused on XDR and SIEM solutions.

Last year our client went through Series C funding and as a result of this has seen increasing growth across EMEA, USA and into APAC. As a result we are looking for a VP of Global Customer Success to join the US team.


As the VP of Global Customer Success you will report directly into the COO and CEO, tasked with building and implementing the customer success playbook across the globe.

  • Lead and inspire a team of customer success managers, providing guidance, mentorship, and performance management.
  • Cultivate and maintain strong relationships with key stakeholders at customer organizations, comprehending their unique challenges and business goals.
  • Act as a trusted advisor, ensuring customers realize the full potential of products or services and addressing their evolving needs.
  • Lead negotiations of contract renewals, securing terms that align with customer expectations and company objectives.
  • Collaborate closely with the sales team to identify opportunities for upselling and cross-selling during the renewal process.
  • Develop and execute strategies to enhance customer retention rates and minimize churn, directly contributing to revenue growth.
  • Monitor customer engagement and health, proactively addressing issues and delivering tailored solutions.
  • Measure, analyze, and report on key metrics such as customer satisfaction scores, retention rates, and revenue growth.
  • Cross-Collaborate closely with internal teams, including Customer Operations, Product Development, to advocate for customers' needs.

The successful candidate must have a background within Customer Success and extensive experience of running customer success teams across the globe within a startup vendor.

  • 10+ years of experience in customer success, account management, or related roles, with a proven track record of managing customer relationships and driving renewals.
  • Cybersecurity expertise is a must.
  • Prior experience in people management and leadership, with the ability to lead, mentor, and develop a team
  • Demonstrated experience in negotiating complex contracts and achieving sales renewals to meet revenue targets.
  • Exceptional communication, negotiation, and presentation skills.
  • Strong analytical and problem-solving abilities, with the capacity to effectively address customer challenges.
  • Willingness and ability to travel frequently to customer locations.
  • Bachelor's degree in a relevant field; an advanced degree or MBA is advantageous.