NU Advisory Partners has been retained to lead the search for a Vice President, Customer Success for a technology-enabled organization entering its next phase of scale and maturity. This leader owns the full post-sale lifecycle and is responsible for transforming Customer Success into a disciplined, outcome-driven engine for retention, expansion, and long-term value. The role requires a builder who can bring clarity, rigor, and accountability to a complex, multi-function post-sale organization while partnering closely with executive leadership.
About NU Advisory Partners
NU Advisory Partners is an AI-native executive search and advisory firm specializing in senior executive, operating, and board roles, with deep expertise in private capital-backed environments.
We’re breaking the mold in an industry that hasn’t changed in decades, pairing a top-tier team with tech, data, and AI to make search smarter, faster, and built for how businesses move today. The result? A better experience for clients, candidates, and ourselves. With 2,000+ searches and deep industry expertise, we deliver high-touch service and leadership talent that drives long-term value.
Key Responsibilities
Customer Success Strategy & Transformation
- Redefine Customer Success as a core driver of measurable customer outcomes, retention, and expansion.
- Design and implement a scalable Customer Success operating model with clear roles, ownership, and workflows.
- Shift the organization from activity-based engagement to outcome-driven value realization.
Customer Lifecycle Management
- Own the full customer journey from onboarding through renewal and expansion.
- Diagnose and stabilize onboarding, implementation, and time-to-value to reduce early churn risk.
- Establish consistent customer health, renewal forecasting, and churn management frameworks.
Retention & Growth
- Improve net revenue retention through clear value articulation and disciplined execution.
- Identify expansion opportunities aligned to customer outcomes and long-term value creation.
- Partner with account management and services teams to ensure consistent delivery across customer segments.
Cross-Functional Alignment
- Partner closely with Sales, Product, and Operations to align segmentation, post-sale execution, and go-to-market motions.
- Create durable feedback loops that translate customer insight into actionable product and roadmap input.
- Ensure handoffs and accountability across the customer lifecycle are clear and effective.
Executive Engagement & Market Presence
- Design and lead an executive engagement model for strategic and complex accounts.
- Serve as a senior executive presence with customers, reinforcing credibility, trust, and measurable impact.
- Support customer-facing storytelling that clearly connects outcomes to business priorities.
Organization, Talent & Operating Rigor
- Build, develop, and mentor a strong leadership bench within Customer Success.
- Define success metrics, dashboards, and operating cadence across the post-sale organization.
- Establish performance standards that scale beyond individual contributors and leaders.
- Evaluate opportunities to introduce or expand professional services or consulting offerings tied to customer outcomes.
Qualifications & Experience
- Proven ability to transform post-sale organizations into outcome-driven engines for retention and growth.
- Strong data literacy with experience using metrics to inform POVs and decision-making.
- Track record of building leadership layers and eliminating execution bottlenecks.
- Comfort operating in ambiguity and build phases with a bias toward action.
- Experience supporting complex, multi-stakeholder customer environments.
- Strong cross-functional partner with the ability to surface hard truths and lead through change.
- Clear, credible communicator with executive presence.
How to Apply:
- Submit your resume.
- Our team will review your application.
- If your experience aligns with the role, we’ll reach out to discuss the opportunity further.
- Even if this role isn’t the perfect match, we’ll add you to our talent network for future opportunities.
At NU Advisory Partners, we’re committed to identifying and placing exceptional leaders in roles where they can drive meaningful impact. If your background aligns with this opportunity, we invite you to apply.