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Vultr · 3 weeks ago

Vice President, Customer Success

United States

Full-time

Remote

Director/Executive

$160K/yr - $190K/yr

10+ years exp

Vultr is a leading cloud infrastructure company focused on providing high-performance and accessible cloud solutions. They are seeking a Vice President of Customer Success to lead a global team in enhancing customer experiences, driving adoption, retention, and growth across their IaaS and PaaS offerings.

Artificial Intelligence (AI)Cloud ComputingCloud InfrastructureCloud StorageWeb Hosting

Work & Life Balance

Responsibilities

Define and execute the global Customer Success strategy aligned with corporate growth and retention objectives

Partner cross-functionally with Sales, Product, Engineering, and Operations to ensure customer feedback drives roadmap and quality improvements

Establish a scalable Customer Success operating model that supports enterprise, mid-market, and SMB customers

Lead Customer Success Managers to proactively manage relationships, adoption, and Net Revenue Retention (NRR)

Develop frameworks for onboarding, adoption, health scoring, renewal, and expansion

Champion customer advocacy programs, referenceability, and voice-of-the-customer initiatives

Oversee TAMs providing proactive technical guidance, performance optimization, and architecture support

Drive service-level excellence across compute, storage, networking, and GPU-based infrastructure environments

Ensure tight alignment between TAMs, engineering, and support to accelerate resolution of complex issues

Lead the end-to-end delivery of infrastructure in alignment with customer contracts, SLAs, and statements of work (SOWs)

Ensure all service commitments — including performance, uptime, response, and delivery milestones — are consistently met or exceeded

Partner closely with data center operations, engineering, and program management to ensure operational readiness and accountability for each customer engagement

Establish governance frameworks for contract compliance, change management, and escalation to ensure transparency and customer trust

Drive a culture of proactive delivery excellence, balancing efficiency, scalability, and adherence to contractual obligations

Define key metrics: NRR, logo retention, customer health, time-to-value, and SLA adherence

Build scalable systems and automation for renewals forecasting, success planning, and engagement tracking

Mentor directors and senior managers, fostering a performance-driven, customer-centric culture

Qualification

Customer SuccessTechnical Account ManagementService DeliveryInfrastructure ArchitectureCloud ComputingSalesforceGainsightTotangoAnalytical SkillsLeadership SkillsCommunication Skills

Required

10+ years of experience in Customer Success, Service Delivery, or Technical Account Management, including 5+ years in a senior leadership role within an IaaS, PaaS, or Cloud Services company

Proven track record of managing large customer portfolios and enterprise relationships

Deep understanding of infrastructure architecture, SLAs, data center operations, cloud orchestration, and usage-based billing models

Strong executive presence and ability to influence C-level stakeholders

Experience implementing customer lifecycle technology (Salesforce, Gainsight, Totango, etc.)

Exceptional analytical, communication, and leadership skills