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About the Job As Vice President, Head of Client Success, you will be responsible for leading our global client success organization and ensuring exceptional client outcomes across all market segments. Reporting directly to the Head of Revenue, you will lead the entire post-sale client journey and be accountable for a global renewal base of approximately $150M.
What you will do
Client Retention & Revenue Growth • Champion strategies that drive industry-leading net revenue retention across a diverse client portfolio. • Lead global renewal efforts and consistently meet or exceed revenue targets. • Collaborate with Sales to identify and implement upsell and cross-sell opportunities. • Tailor client success strategies for SMB, mid-market, and enterprise segments. • Implement effective early warning systems to identify at-risk accounts and execute mitigation strategies
Client Success Leadership & Team Development • Inspire, mentor, and grow a high-performing global Client Success team of managers and representatives • Design a scalable team structure that optimizes client coverage across segments and geographies • Establish clear performance expectations, career paths, and development opportunities to support team growth. • Recruit, develop, and retain top client success talent in competitive markets • Foster a culture of client advocacy, innovation, and continuous improvement
Client Success Operations & Scalability • Develop and optimize client success methodologies, playbooks, and standard operating procedures • Implement and enhance client success technology stack to enable efficient service delivery and reporting • Create scalable onboarding, adoption, and value realization programs across client segments • Establish key performance indicators (KPIs) and metrics to measure effectiveness of client success initiatives • Optimize resource allocation to ensure appropriate coverage and service levels across the client base
Client Experience & Advocacy • Design and deliver exceptional client experiences throughout the customer lifecycle • Establish voice-of-customer programs to capture actionable feedback and insights • Create and manage client advocacy initiatives including references, case studies, and user groups • Partner with Marketing to leverage client success stories for broader market awareness • Develop and lead executive client relationships for strategic enterprise accounts
Cross-Functional Alignment • Collaborate with Product Management to ensure client feedback influences product roadmap • Partner with Professional Services to ensure smooth client onboarding and implementation • Work closely with Support to provide seamless issue resolution and proactive service • Engage with Sales on account planning for renewal and expansion opportunities • Coordinate with Finance on forecasting, budgeting, and resource planning
What you need • 8+ years of experience within client or customer success roles, including 3+ years in senior leadership within SaaS • Proven track record managing $100M+ renewal portfolios with 90%+ retention • Experience scaling success operations across diverse market segments • Strong leadership through organizational growth or transformation• English fluency (written and verbal)  • Location: strong preference for this individual to be based in Raleigh, NC • Proficiency in customer success platforms (e.g., ChurnZero, Gainsight) • Deep understanding of SaaS metrics, customer health analytics, and retention forecasting • Strong CRM expertise (Salesforce) and workflow integration • Skilled in data analysis, financial modeling, and project management methodologies • Excellent communication and stakeholder engagement, including C-level clients
What makes you a standout • MBA or advanced degree • Fluency in additional languages for global client engagement • Demonstrated success in organizational change and continuous improvement • Experience building and leading high-performing, metrics-driven teams
You'll Benefit From: Siemens offers a variety of health and wellness benefits to our employees. Details regarding our benefits can be found here:https://www.benefitsquickstart.com/siemens/index.html.
The pay range for this position is $149,730 - $256,680 annually with a commission target of 40% - 45% of base salary. The actual wage offered may be lower or higher depending on budget and candidate experience, knowledge, skills, qualifications, and premium geographic location.
The Brightly culture We’re guided by a vision of community that serves the ambitions and wellbeing of all people, and our professional communities are no exception. We model that ideal every day by being supportive, collaborative partners to one another, conscientiously making space for our colleagues to grow and thrive. Our passionate team is driven to create a future where smarter infrastructure protects the environments that shape and connect us all. That brighter future starts with us.
Our Commitment to Equity and Inclusion in our Diverse Global Workforce: We value your unique identity and perspective. We are fully committed to providing equitable opportunities and building a workplace that reflects the diversity of society, while ensuring that we attract the best talent based on qualifications, skills, and experiences. We welcome you to bring your authentic self and transform the every day with us.
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