Group Vice President – Customer Success

Connectbase

. Lead Customer Success across Connectbase’s portfolio and customer segments .

Posted 11/5/2026full-timeRemote • Massachusetts • United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success leadership, focusing on customer adoption, retention, and value realization in B2B SaaS environments. Proven ability to build and execute strategic customer success plans, manage teams, and drive measurable outcomes through effective communication and relationship management.

Highest-signal resume keywords

Customer Success LeadershipB2B SaaS ExperienceRevenue Retention StrategiesExecutive Communication SkillsTeam Development and Coaching

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success Operating ModelAccount ManagementRenewal PlanningForecastingData Quality AssessmentAPI AdoptionOperational ControlValue RealizationRisk AssessmentCustomer Health Model

Soft Skills

Analytical DisciplineCoaching SkillsRelationship BuildingChange LeadershipStrategic Communication

Tools & Technologies

AI and Automation ToolsIntegrated WorkflowsCustomer Relationship Management (CRM) SystemsData PlatformsTransaction Platforms

Industry Keywords

ConnectivityTelecommunicationsDigital InfrastructureLocation IntelligenceMarketplacesMulti-Product PortfoliosGlobal Enterprise Customers

About the role

Key responsibilities & impact

Lead Customer Success across Connectbase’s portfolio and customer segments
Build a consistent Customer Success operating model
Remain directly involved with strategic customers and the team
Make customer value visible by helping customers win business, buy more effectively, automate work, improve operational control and realize financial benefits
Own customer adoption, value realization, retention and renewal readiness, with Sales accountability for expansion and net revenue retention
Lead three direct reports: the Director of Customer Retention & Renewals, the VP of Customer Success Americas, and the VP of Customer Success overseeing EMEA
Establish customer success plans with executive sponsors, business baselines, measurable outcomes, adoption milestones, owners and target dates
Build repeatable playbooks across Discover, Quote, Order, Inventory and Spend
Run executive value reviews and build relationships beyond a single champion
Own the Customer Success retention plan, renewal execution, account risk assessment and retention forecast
Partner with Sales on account growth plans, qualified expansion opportunities and commercial execution
Develop a consistent renewal process and maintain reliable account and renewal records with Revenue Operations and Finance
Agree acceptance criteria with Service Delivery and carry success plans into ongoing adoption
Track time to first value and sustained value beyond technical go-live
Coordinate customer communication and recovery during material escalations
Help customers establish trusted location, network, pricing and lifecycle data
Drive adoption of integrated workflows and APIs and measure production use, automation and transaction completion
Help customers activate relevant ecosystem relationships and measure useful commercial activity
Hire, coach and develop Customer Success leaders and managers
Design customer segmentation, coverage, capacity and escalation models
Build a reliable customer health model using adoption, outcomes, data readiness, relationship strength, support experience and commercial signals
Use AI and automation to improve account preparation, risk detection, customer education and team productivity
Own the CS budget and capacity plan
Bring recurring customer evidence into product priorities and build customer advocacy with Marketing
Assess the team and customer portfolio, meet strategic customers, validate baselines and launch priority recovery plans during the first 90 days

Requirements

What you’ll need

Typically 12 or more years in Customer Success, account management or related enterprise software roles
At least five years leading teams and developing managers
Equivalent experience with comparable scope and results is welcome
Measurable record of improving gross and net revenue retention, reducing churn and contraction, accelerating customer value, and growing enterprise relationships
Experience building or transforming Customer Success in B2B SaaS, vertical software or a data platform with complex workflows, integrations and multiple customer stakeholders
Strong commercial and financial judgment, including renewal planning, expansion qualification, forecasting, account economics and resource allocation
Ability to translate technical capabilities, data quality and API adoption into business outcomes
Evidence of leading change across Sales, Delivery, Product and Operations, including influencing teams outside the reporting line
Strong executive communication, analytical discipline and coaching skills
Especially valuable: connectivity, telecommunications, digital infrastructure, location intelligence, marketplaces or transaction platforms experience; multi-product portfolios or acquired businesses; global enterprise customers; scaling an efficient CS model in a growth-stage business; direct telecom experience

Benefits

Comp & perks

Direct access to company leadership
Influence on Connectbase’s next stage of growth
Inclusive environment welcoming different backgrounds and paths to leadership