Job description
ConnectWise is an industry and Global leading software company with over 3,000 colleagues in North America, EMEA and APAC. As a community-driven software company dedicated to the success of technology solution providers, our suite helps over 45,000 of our partners manage their businesses better, sell more efficiently, automate service delivery, and remotely control technology so they can consistently deliver amazing customer experiences.
Our company is powered by our connections, our colleagues, and our community. And, we accept all kinds.
Game-changers, innovators, culture-lovers—and humankind.
We invite discovery and debate. We recognize key moments as milestones.
We see you and value you for your unique contributions. Our inclusive, positive culture lays the foundation to ensure every colleague is valued for their perspectives and skills, giving you the choice of how YOU make a difference.
Curious? Read this opportunity to learn how YOU can make a difference at ConnectWise!
General Summary:
The Vice President of Customer Success is responsible for leading a global team of experienced professionals and managers focused on driving adoption, retention, expansion, and advocacy across our SMB customer base. They will have an appetite for innovation and change with a deep expertise in building and scaling digital customer success programs for high-volume SMB customers, while also leading a high-touch, white-glove success team for our most strategic accounts.
Essential Duties and Responsibilities:
- Sets goals and objectives for multiple teams for the achievement of operational results.
- Functions as the SME of the Customer Success team and provides updates and communication to Executive Leadership.
- Manages experienced professional and management level colleagues.
- Develop plans and talent required to optimize the execution of the Customer Success team’s strategies.
- Manages, mentors, and coaches to develop a world-class customer success organization.
- Coordinates cross-functional communication to align initiatives and strategies to drive efficiency.
- Develop and execute a comprehensive customer success strategy that aligns with company goals and drives customer retention, renewals, growth, and satisfaction.
- Define and lead segmentation strategies across SMB, mid-market, and enterprise customers, with tailored engagement models for each.
- Build and scale a digital-led customer success motion that includes automation, in-product guidance, customer journeys, and tech-touch campaigns for the SMB segment.
- Leverage tools like Gainsight and Salesforce to deliver scalable and data-driven customer success experiences while partnering with Marketing and our Learning teams.
- Oversee the high-touch success team responsible for onboarding, training, strategic guidance, and relationship management for key Strategic accounts.
- Ensure high levels of NRR, CSAT, and customer advocacy in this segment.
- Foster a culture of accountability, customer-centricity, and continuous improvement.
- Cultivate a culture space that focuses on career development.
- Own the end-to-end customer journey — from onboarding and adoption to renewal and advocacy.
- Partner cross-functionally with Sales, Services, Product, Marketing, and Support to create seamless and valuable customer experience.
- Help evolve KPIs and dashboards to track customer health, engagement, and team performance.
- Regularly report on customer outcomes, churn/retention trends, and success impact to the executive team – must be data driven.
Knowledge, Skills, and/or Abilities Required:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Exceptional leadership and customer service skills
- Ability to effectively communicate complex problems and information that is understandable to colleagues cross-functionally
- Willingness to work in a team environment
- Strong organizational skills to give the team direction
- Professional presence suitable for interaction in meetings, in-person, or via email, as well as at internal and external facing events
- Excellent presentation and communication skills
- Demonstrated ability to lead and inspire large, distributed global teams.
- Excellent communication, strategic thinking, and executive presence.
- Passion for customer success and delivering best-in-class experiences
- Strong desire to innovate and be curious.
Educational/Vocational/Previous Experience Recommendations:
- Bachelor’s degree in related field or equivalent business experience
- 10+ years of experience in Customer Success, with 5+ years in senior leadership roles
- Proven experience supporting SMB customers at scale through digital success models in a SaaS model.
- Track record of building and optimizing white-glove high-touch programs for enterprise clients.
Working Conditions:
- Onsite/Hybrid/Remote depending on location
- 30-40% travel may be required (regional and international)
ConnectWise is an Equal Opportunity Employer, dedicated to building a diverse and inclusive workforce and providing a workplace free from discrimination and harassment. ConnectWise provides equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, religion, age, sex (including pregnancy), sexual orientation, gender, gender identity or expression, ancestry, national origin, citizenship status, physical or mental disability, genetic information, military/veteran status, marital status, familial or parental status, or any other characteristic or status protected by applicable federal, state and local laws.
The statements above are intended to describe the general nature and level of work being performed by individuals assigned to this job. Other duties may be assigned as needed. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job and/or to receive other benefits and privileges of employment. If you need a reasonable accommodation for any part of the application and hiring process, please contact us at [email protected] or 1-800-671-6898.
