Note: The job is a remote job and is open to candidates in USA. Hyland is a content services and enterprise intelligence company whose solutions help organizations unlock actionable insights, drive automation, and build connected enterprises. The Assistant Vice President, Customer Success defines and executes the Customer Success strategy, owns retention and expansion metrics, leads cross-functional customer initiatives, and manages the organization's operational performance, talent, and customer outcomes.
Responsibilities
- Own and drive customer outcomes, retention, and expansion strategies across the assigned customer lifecycle
- Maintain direct responsibility for Gross Revenue Retention (GRR) and Net Revenue Retention (NRR), including renewal performance, churn reduction, downsell mitigation, forecasting, and expansion influence
- Establish programs that accelerate adoption, value realization, advocacy, renewal readiness, and customer growth
- Develop and execute risk management strategies to proactively identify, mitigate, and resolve customer health issues
- Partner with Sales, Account Management, and Renewals leaders to maximize retention outcomes and customer growth opportunities
- Ensure strategic accounts have active success plans, executive engagement, measurable goals, and documented value outcomes
- Define and continuously improve the end-to-end customer journey across onboarding, adoption, value realization, advocacy, renewal, and expansion
- Build scalable engagement models, segmentation strategies, playbooks, and operating processes that align customer goals to measurable business value
- Develop consistent success planning, health scoring, executive business review, and renewal readiness practices
- Translate customer insights and business objectives into actionable programs that improve retention, growth, and customer experience
- Partner with Product, Services, Support, Marketing, Renewals, Operations, and Sales to create a seamless customer experience
- Represent the voice of the customer by communicating customer trends, risks, opportunities, and market insights to leadership and business partners
- Collaborate with stakeholders to resolve critical customer issues and improve customer outcomes
- Act as a senior escalation point for strategic customer situations and executive-level customer concerns
- Establish operational KPIs, dashboards, benchmarks, and reporting mechanisms to drive performance and accountability
- Monitor customer health, adoption, engagement, retention, expansion, advocacy, and financial performance metrics
- Lead renewal and expansion forecasting processes in partnership with relevant revenue teams
- Drive process standardization, operational rigor, and continuous improvement initiatives that increase efficiency and scalability
- Lead, coach, and develop Customer Success managers and customer-facing team members
- Set clear goals, role expectations, and accountability measures linked to customer outcomes, GRR, NRR, and operational performance
- Develop succession plans and identify future leaders within the organization
- Foster a customer-centric, data-driven culture focused on accountability, collaboration, and continuous improvement
- Contribute to budget planning, resource allocation, workforce planning, and operational investment decisions
- Ensure organizational resources are aligned to customer needs, business priorities, retention goals, and growth objectives
- Monitor departmental performance against financial, operational, and customer outcome targets
Skills
- Bachelor's degree or equivalent experience
- 12+ years of experience in Customer Success, Account Management, Renewals, SaaS, or related customer-facing functions
- 7+ years of leadership experience managing managers and customer-facing teams
- Demonstrated success driving customer retention, adoption, expansion, and revenue growth
- Experience owning or directly influencing GRR and NRR performance
- Strong business, financial, analytical, and operational acumen
- Experience leading cross-functional initiatives, executive customer conversations, and organizational change
- Experience in enterprise SaaS or recurring-revenue business models
- Knowledge of Customer Success platforms such as Gainsight, Salesforce, customer health tooling, and product analytics
- Experience building scaled customer engagement, digital success, renewal readiness, and customer advocacy programs
- MBA or advanced business education preferred
Benefits
- Remote work arrangement in the U.S.
- Career development resources
- Wellbeing programs
- Innovation practices
- Support for employee initiatives
- Giving campaigns and programs aligned with organizations important to employees
Company Overview