VP, Customer Success

Internal Job Title: Vice President, Customer Success 

Reports to: SVP, Customer Experience 

FSLA Status: Salaried, Exempt 

Location: US, Remote 

External Job Title: VP, Customer Success 

Position Summary 

Ever.Ag is seeking a visionary Vice President of Customer Success to lead and scale our customer success operations across the entire software division. This strategic role is critical to driving exceptional customer satisfaction, retention, and growth. You will shape the customer journey, foster deep relationships with enterprise clients, and ensure our customers realize maximum value from Ever.Ag’s solutions.

As a key member of the leadership team, you will champion a customer-first culture, align cross-functional efforts, and leverage data-driven insights to deliver measurable impact. If you thrive on building high-performing teams, influencing strategy, and driving operational excellence, this is your opportunity to make a lasting mark on a global leader in ag-tech.

Key Responsibilities 

Customer Success Leadership & Strategy

• Lead and mentor the Customer Success team, setting clear goals and driving accountability.
• Define and continuously refine a comprehensive customer success framework across all software business units.
• Build strong executive-level relationships with enterprise accounts to ensure long-term partnership and loyalty.
• Develop and report on customer health metrics, retention KPIs, and adoption trends to inform strategic decisions.
• Serve as the voice of the customer at the executive level, proactively identifying risks and opportunities.

Operational Excellence

• Drive adoption and optimization of the Gainsight platform for proactive customer engagement and health tracking.
• Oversee implementation and analysis of usage trends via Gainsight PX to inform product and service improvements.
• Ensure seamless coordination between Customer Success, Professional Services, Support, Product Development, Marketing, and Sales.
• Manage renewals with precision—ensuring policy adherence, accurate forecasting, and revenue growth.

Education & Enablement

• Promote customer engagement with Ever.Ag University and the Customer Support portal.
• Oversee creation of impactful training content to accelerate product adoption and customer success.

Payroll Services Oversight

• Ensure adherence to project management standards, focusing on scope, budget, and margin improvement.
• Collaborate with the Director of Services to optimize delivery and enhance customer satisfaction

Qualifications 

• Bachelor's degree in business management or other related field is required; Masters preferred 

• 10+ years in customer success, account management, or a related field. 

• Excellent project management skills, with a proven ability to manage multiple projects simultaneously. 

• Outstanding communication and interpersonal skills, with an emphasis on relationship building. 

• Experience with CRM software and data management tools. 

• People manager experience required 

Competencies for Success 

• Autonomy: Significant level of autonomy and is entrusted with making decisions independently; has the authority to set goals and make strategic decisions without constant supervision. 

• Complexity of Work: Ability to face complex and challenging tasks that require advanced problem-solving skills; deal with ambiguous situations, make strategic decisions, and manage complex projects or initiatives. 

• Discretion: Significant discretion and authority in decision-making; can exercise judgment, take calculated risks, and have the freedom to shape strategies and outcomes. 

• Leadership Skills: Possesses highly developed leadership skills; can inspire and motivate their teams, demonstrate strategic thinking, and drive organizational success; often seen as mentors.