We are seeking a dynamic and strategic Vice President of Client Success & Retentions to lead our global Customer Success organization. This role will be responsible for driving customer satisfaction, loyalty, renewals, upsell/cross-sell revenue, and long-term client relationships. You will lead a cross-functional team of Customer Success Managers (CSMs), Account Managers, Technical Account Managers (TAMs), and support staff, with a strong focus on reducing churn and maximizing customer lifetime value.Key ResponsibilitiesClient Success & Relationship Management Develop and execute strategies to enhance customer satisfaction, adoption, and value realization. Serve as the executive sponsor for key customer accounts to strengthen relationships and ensure client success. Partner with Sales, Product, and Implementation teams to ensure a seamless customer journey from onboarding to renewal.Retention, Renewals, and Growth Own and deliver on key metrics including Net Revenue Retention (NRR), Gross Retention Rate (GRR), Churn Rate, and Expansion Revenue. Develop and lead strategies to reduce churn and improve customer stickiness. Collaborate with Sales on cross-sell and upsell strategies and campaigns.Team Leadership & Operational Excellence Lead and scale a high-performing global Customer Success and Account Management team. Establish customer success best practices, playbooks, and customer health score frameworks. Drive process improvements and automation to improve team efficiency and customer engagement.Customer Advocacy & Voice of Customer Capture and analyze customer feedback to drive product improvements and business strategies. Launch and manage NPS/CSAT initiatives to track and improve customer sentiment. Build a strong community of customer advocates through case studies, referrals, and testimonials.Key KPIs Net Revenue Retention (NRR) Gross Retention Rate (GRR) Churn Rate Net Promoter Score (NPS) Customer Health Scores Cross-sell / Upsell Revenue