Why This Job is Featured on The SaaS Jobs
This VP Customer Success role stands out because it sits at the center of a subscription business where retention and expansion are core operating levers. The listing signals a mature SaaS environment with established product lines and a commercial client segment, which typically brings complex stakeholder management, multi-product adoption challenges, and measurable renewal outcomes.
For a long-term SaaS career, the remit maps closely to how durable revenue is built after the initial sale. Ownership of gross and net retention forecasting, renewal process design, and strategic account motion provides exposure to the operating cadence common in SaaS, including health metrics, usage-driven adoption, and cross-functional decision-making with Sales, Product, Finance, and Legal. Leading managers and account directors also builds the kind of org design and coaching experience that translates across customer-led growth models.
The role is best suited to a senior CS leader who prefers structured accountability and data-backed planning alongside executive-level relationship work. It will fit someone motivated by renewal rigor, escalation handling, and translating customer feedback into internal priorities, rather than purely focusing on new-logo selling.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Vector Solutions is the leader in providing industry-focused SaaS solutions that connect content and technology. Vector’s unique product set aims at training and learning management, continuing education (CE), compliance, workforce scheduling, safety management, and more. Our mission is to empower everyday heroes in the public, educational and commercial sectors to make safer, smarter, and better decisions.
As the Vice President of Customer Success, reporting to the Chief Revenue Officer, you will lead the commercial sector of our geographically diverse team of professionals that provides essential support, manages top strategic accounts and drives renewals for our clients. The Vector Solutions Customer Experience team is responsible for client satisfaction, revenue realization, retention, and achievement of clients’ desired business outcomes. This role will play a critical role in driving revenue growth and ensuring customer satisfaction through effective management of Vector Strategic accounts and the renewal process. This leadership position requires a strategic mindset, strong communication skills, and the ability to collaborate across departments to maximize customer value and retention. The role will require someone who is able to manage the team to the high expectations of renewals execution, coach, and mentor them through complex scenarios leveraging direct experience and strategize with extended leadership team to attain continuously improved results and efficiencies.
What You’ll Do
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Establish and execute clear performance metrics and goals for gross and net retention, driving account growth through cross-selling, upselling, and price increases, while enhancing the renewal management program to surpass targets.
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Maintain reporting for weekly gross and net retention forecasting.
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Implement the strategic account strategy to maximize the highest level of client satisfaction for a complex and demanding client base while ensuring we exceed annual contract renewal and growth objectives.
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Build and nurture strong relationships with key clients, understanding their business needs and aligning company solutions accordingly.
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Drive increased usage and adoption through proactive team outreach; coach leaders and team members on best practices.
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Collaborate with cross-functional teams to ensure the delivery of high-quality products and services to global clients.
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Analyze renewal metrics and develop strategies to mitigate churn and increase customer lifetime value.
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Partner with sales and product teams to address customer feedback and enhance product offerings.
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Recruit, develop, and lead a high-performing team of account directors, customer success managers, renewal managers, overseeing hiring, retention, performance management, and recognition, fostering a culture of continuous improvement and customer-centricity.
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Collaborate with senior leadership to develop and execute strategic plans for account growth and renewal excellence.
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Provide input into product development and enhancement based on customer feedback and market trends.
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Contribute to the overall company strategy, representing the voice of the customer in decision-making processes.
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Oversee contract renewal negotiations, ensuring mutually beneficial agreements that align with both customer needs and company goals.
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Work closely with legal and finance teams to ensure compliance with company policies and regulations.
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Demonstrating a passion to embrace and immerse themselves in the clients’ business models to drive expected outcomes.
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Effectively communicating product roadmap to customers with passion and excitement
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Serving as a customer advocate within Vector Solutions and interface with internal departments to develop, implement and drive strategies to meet client requirements and enhance the product offering.
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Managing strategically important accounts in partnership with Executive Leadership.
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Working with the marketing team to execute campaigns within the client base.
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Providing direction and paths to build multi-level relationships for large enterprise accounts.
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Identify and leverage sales enablement tools for best practices, solutions, and automation processes.
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Manage escalated customer situations on behalf of team members (e.g., contract clarification/disputes or client support escalations).
What We’re Looking For
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Proven experience in a senior leadership role overseeing strategic accounts, sales, and/or renewal management functions.
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Strong understanding of SaaS or subscription-based business models.
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Excellent communication and interpersonal skills with the ability to engage with clients at executive level.
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Bachelor's degree in business, marketing, or a related field; MBA is a plus.
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Demonstrated success in driving revenue growth and customer satisfaction.
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Strategic thinker with the ability to analyze data and market trends to inform decision-making.
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Experience leading and developing high-performing teams.
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Ability to present new ideas to groups of managers and high-level executives.
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Excellent interpersonal skills needed to develop strong business relationships with clients.
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Proven success in a consultative account executive environment
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Proven experience building robust, dynamic teams that result in profitability. Must be capable of providing guidance and leadership to ensure CSMs properly analyze customer health metrics and quickly identify and mitigate all customer retention risks.
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Customer visionary with the skills to bridge the gap from conceptual to implementation.
Salary: 145,000 -190,000
Vector Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, gender, race, color, religion, national origin, age, pregnancy, disability, genetic information, or status as a protected veteran.
Compensation Disclaimer: The base salary range provided is a good-faith estimate at the time of posting. Actual pay may vary based on factors such as skills, qualifications, experience, and work location. Compensation will always comply with applicable state and local pay laws, including but not limited to those in California, Colorado, New York, and Washington.
