VP of Customer Success

As the VP of Customer Success, you’ll develop and implement a strategy to drive gross retention rate (GRR), and net retention rate (NRR) for SheerID customers through incremental value delivery. You will lead a team responsible for defining, building, and executing a strategy to engage with our customers across their lifecycle while maintaining commercial ownership of retention and expansion targets. Directly supervising a global customer success organization, this role will lead a high touch consultative approach to addressing enterprise customer success and driving expansion revenue in a way that maximizes customer health and long term value.

We’re looking for a leader that brings exceptional executive presence, strong business acumen, commercial accountability, and demonstratedAI proficiency. You have successfully built out and scaled Customer Success functions and teams—leveraging modern AI capabilities to enhance account health visibility, predictive churn modeling, and operational productivity. You are experienced in segmenting customers, developing customer lifecycles, KPIs, and revenue forecasting models, as well as working with internal teams to develop the AI tools, automated playbooks, systems, and processes needed for your team members to succeed. You have deep experience driving commercial outcomes in large global enterprise accounts, as well as the long tail of smaller customers, and a strong track record of cross-functional collaboration and partnership. Your experience and skill set are impactful to both internal team members and customers alike, and will be the key to unlocking further growth at SheerID .