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VP Customer Success (Professional Services)

Deltek
Remote, USA
Full-time
Senior · 10+ years experience
Remote
USD 246679-431679 yearly / year
Discovered 1 months ago
SalesforceGainsightERPAImachine learning

Full Job Posting

Position Responsibilities

  • Own the financial commitment for the PS market segment — renewal, retention, and qualified lead generation from CS — against explicit NRR/GRR targets and a CS-sourced pipeline conversion goal, with direct authority over CS org design and headcount, discount and escalation input on renewals, and forecast sign-off on CS-owned pipeline.
  • Treat every at-risk account as a save to be won, driving exceptional retention and adoption results through a competitive, data-driven approach to customer engagement.
  • Champion an AI-first approach to customer engagement — AI agents, predictive health scoring, and automation — and own governance of AI-led customer touchpoints for accuracy, tone, and compliance.
  • Serve as a strong, trusted partner to the VP, Renewals & Growth, aligning fiscal targets, forecasts, and go-to-market execution.
  • Lead and scale a high-performing Customer Success organization — onboarding, adoption, support, and renewals — building AI-augmented lifecycle programs that drive adoption, expansion, and long-term loyalty.
  • Set and own retention and revenue-retention goals tied to the segment’s fiscal commitments, shifting success plans from adoption and health-score tracking to documented, quantified business outcomes (e.g., time-to-value, productivity gains).
  • Apply AI and machine learning — predictive churn models, automated health scoring, generative AI-assisted account planning and QBRs — to drive efficiency, and own the customer data and signal infrastructure that fuels these models.
  • Develop and maintain renewal & upsell forecasts and performance dashboards, in coordination with Renewals & Growth, reporting NRR, GRR, and retention KPIs to executive and board-level stakeholders.
  • Recruit, mentor, and develop a world-class Customer Success team, building fluency in AI-enabled tools and commercial acumen so CSMs can quantify value and identify expansion and lead-generation opportunities.
  • Design incentive and recognition structures that reward retention wins, upsell attainment, and proactive churn saves.
  • Foster a culture of accountability, competitive drive, and customer obsession.
  • Serve as a Customer Success ambassador across all lines of business at Deltek and to the customer base, acting as the voice of the customer in executive discussions and influencing product roadmap and AI investment priorities.
  • Partner with Renewals & Growth, Sales, Product, Marketing, and Engineering to ensure shared accountability for fiscal targets and a unified customer experience and feedback loop.
  • Collaborate with Finance and Legal to streamline renewals, pricing strategies, and contract negotiations.

Qualifications

  • Leadership Experience: Over 10 years in Customer Success, Account Management, or related SaaS/enterprise software roles, including 5+ years owning a bookings or NRR target in senior leadership.
  • Competitive, Customer-Outcomes Mindset: A track record of treating churn and at-risk renewals as saves to be won, not situations to be managed — thrives on hitting retention and growth numbers while keeping customer outcomes at the center.
  • Proven Track Record: Success managing and scaling organizations of 100+ people, delivering $250M+ in annual retention bookings with consistent year-over-year growth in a subscription-based model.
  • Customer Lifecycle & Commercial Expertise: Deep understanding of customer lifecycle management and success metrics (NRR, CSAT, churn); skilled at quantifying value in financial terms and operating in a consultative, quasi-sales capacity to identify expansion and lead-generation opportunities.
  • AI & Automation Fluency: Hands-on experience applying AI and machine learning to customer success operations — predictive analytics, generative AI, workflow automation — including governance of AI-led customer interactions and the data infrastructure that supports them.
  • Technology Proficiency: Proficient in Salesforce and AI-enabled customer analytics platforms; Gainsight and ERP software experience preferred.
  • Cross-Functional Collaboration: Skilled at partnering with senior leaders and cross-functional teams — including Renewals & Growth leadership — in matrixed, high-growth environments.
  • Team Building & Talent Development: History of building high-performing teams and developing talent through disciplined coaching and incentive design.
  • Executive Communication & Presence: Exceptional communication skills with experience presenting to C-level executives and influencing stakeholders at all levels.
  • Travel: Ability to travel up to 30%.

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