VP, Customer Success

RIEDEL Communications

. Build and lead a regional Customer Success team across North and South America .

Posted 9/29/2026full-timeRemote • United StatesLead💰 $180,000 - $240,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in building and leading Customer Success teams, driving customer satisfaction and retention through operational excellence, and utilizing data analytics for continuous improvement. Proficient in managing cross-functional partnerships and executing customer success strategies in a B2B technology environment.

Highest-signal resume keywords

Customer Success LeadershipOperational ExcellenceData AnalyticsB2B Technology ExperienceBroadcast and Media Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success StrategyRevenue RetentionKPI TrackingContinuous ImprovementTechnical AptitudeIP NetworksWireless IntercomVideo TransportReal-Time SystemsSLA Management

Soft Skills

CoachingCollaborationCommunication SkillsExecutive PresenceProblem Solving

Tools & Technologies

SalesforceCustomer Success PlatformsOperational Tooling

Industry Keywords

BroadcastMedia & EntertainmentPro AVLive EventsIT/Networking

About the role

Key responsibilities & impact

Build and lead a regional Customer Success team across North and South America
Set clear goals, provide coaching, and foster operational excellence and collaboration across Presales Engineers, Support Engineers, Professional Services, and Demo & Exhibitions functions
Develop and execute a regional customer success strategy aligned with global objectives
Drive customer satisfaction, retention, expansion, and consistently excellent operational delivery
Partner with Sales to ensure smooth handoffs
Partner with Product teams to relay customer feedback
Partner with Support for issue resolution
Represent Riedel at industry events across the Americas
Own regional operating rhythms, service levels, and process discipline
Track KPIs and customer satisfaction indicators including Net Promoter Score and Customer Effort Score
Use data analytics to drive continuous improvement, capacity planning, and report insights to senior leadership
Lead escalations and turn challenges into success stories
Travel 30–40% across the Americas for customer visits, trade shows, and team meetings
Report directly to the Executive Director of Global Customer Success

Requirements

What you’ll need

10+ years in Customer Success, Account Management, or related pre and post-sales roles
5+ years leading Customer Success teams in a B2B technology environment
Demonstrated experience building and running operationally excellent Customer Success organizations, including playbooks, SLAs, handoffs, and continuous improvement
Proven track record of driving revenue retention and growth through disciplined operations and execution
Experience in broadcast, media & entertainment, pro AV, live events, or IT/networking strongly preferred
Deep understanding of the broadcast and media market
Strong technical aptitude, including IP networks, wireless intercom, video transport, and real-time systems
Exceptional executive presence and communication skills
Fluent English required
Spanish or Portuguese a plus
Experience with Customer Success platforms, such as Salesforce, and operational tooling used to manage tickets, projects, and service performance
Bachelor’s degree or equivalent experience

Benefits

Comp & perks

Health insurance
Vision insurance
Dental insurance
Life insurance
Generous PTO
Monthly wellness credit
Employer FSA funding
401K match