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VP, Customer Success
VP, Customer SuccessOhio Staffing • Independence, OH, US
VP, Customer Success

VP, Customer Success

Ohio Staffing • Independence, OH, US
3 days ago
Job type
  • Permanent
Job description

VP, Customer Success

Our mission is to build a connected society, rooted in trust, with identity-first security for every machine and human. Keyfactor helps organizations move fast to establish digital trust at scale - and then maintain it. With decades of cybersecurity experience, Keyfactor is trusted by more than 1,500 companies across the globe. We are proud to continually earn recognition as a Best Place to Work, and we achieve that through our amazing people who cultivate our culture as we grow. We hope you will trust your future with Keyfactor!

The Vice President, Customer Success is responsible for leading the global customer success organization with accountability for customer retention, renewals, adoption, and expansion. This role ensures customers realize the full value of Keyfactor's solutions while advancing strategic initiatives that strengthen customer outcomes and operational scalability. The Vice President serves as a transformational leader, driving the evolution of customer success through data-driven insights, operational excellence, and AI-enabled tools that improve customer engagement, predictability, and value delivery across the customer lifecycle. The position is based in the United States and can be performed remotely. Applicants must hold US citizenship or US permanent resident status.

Job Responsibilities

  • Leadership and Strategy

Define and execute the global Customer Success strategy, ensuring alignment with company objectives for sustainable, profitable growth.

  • Lead organizational transformation focused on optimizing customer experience, renewals, and expansion through process modernization, automation, and AI-driven insights.
  • Serve as a strategic partner to Sales, Product, and Marketing to ensure unified customer engagement and lifecycle management.
  • Build a culture of accountability, collaboration, and continuous improvement across all customer success functions.
  • Customer Retention and Renewals

    • Oversee all renewal activities and performance, ensuring predictable revenue and high retention rates.

  • Develop frameworks and forecasting methodologies that leverage AI and data analytics to anticipate customer health and renewal risk.
  • Drive proactive engagement strategies to reduce churn and increase long-term customer value.
  • Adoption and Expansion

    • Lead efforts to accelerate customer adoption and expand product utilization, ensuring measurable business outcomes for customers.

  • Establish scalable programs that identify and convert expansion opportunities in partnership with Sales and Account Management.
  • Define success metrics and health scoring models using advanced analytics to optimize engagement and growth.
  • Operational Excellence and Enablement

    • Oversee the systems, tools, and data models that support customer success operations globally.

  • Introduce AI-enabled capabilities that enhance forecasting accuracy, customer insights, and team productivity.
  • Drive standardization of playbooks, KPIs, and processes across regions to ensure consistency and efficiency.
  • Team Leadership

    • Lead, develop, and mentor a global team of Customer Success Managers, Renewal Managers, and Adoption Specialists.

  • Ensure clear role definition, measurable objectives, and continuous skill development aligned with organizational priorities.
  • Foster an inclusive, high-performance culture focused on customer impact and cross-functional collaboration.

    • Minimum Qualifications, Education, and Skills

    Extensive leadership experience (typically 15+ years) in Customer Success, Account Management, or related disciplines within SaaS or enterprise software environments. Proven track record of :

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