{"id":1595340,"url":"https://alion.io/job/enseo-vp-customer-success","title":"VP, Customer Success","company":{"id":2077967,"name":"Enseo","domain":"enseo.com","url":"https://alion.io/company/enseo","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"ADP","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-26T05:57:25Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"head","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Plano, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":120000,"max_usd":222000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":241},"experience_years_min":12,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HubSpot","optional":true},{"name":"Salesforce","optional":true}],"status":"live","first_seen_at":"2026-08-18T15:19:00Z","employer_posted_date":"2026-08-18","last_verified_at":"2026-10-26T05:50:27Z","board_verified":true,"closed_at":null,"days_open":68,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":68},"description":"Company Overview:\nAt Enseo, we’re redefining what hospitality technology can be.\nWe provide the technology for modern hospitality - helping hotels across the U.S., Canada, and Mexico deliver personalized digital guest experiences while simplifying operations behind the scenes. Our solutions enable hotel teams to improve guest satisfaction, operate more efficiently, and unlock new revenue opportunities.\nFrom in-room entertainment and reliable connectivity to guest engagement and property-wide insights, Enseo’s platform supports some of the most recognized hotel brands in the industry. Our technology powers more than 84 million guest experiences each year across over 330,000 rooms.\nPosition Overview:\nThe Vice President, Customer Success will be responsible for building and scaling a best-in-class Customer Success organization that drives customer adoption, retention, expansion, and long-term strategic partnerships.\nThis is a transformational leadership opportunity for an executive who has successfully built Customer Success organizations within B2B SaaS or technology environments. The successful candidate will establish the vision, operating model, organizational structure, and performance framework necessary to deliver exceptional customer outcomes while supporting continued company growth.\nThe Vice President, Customer Success will partner closely with Sales, Product, Operations, Support, and Engineering to create a seamless customer experience throughout the customer lifecycle.\nKey Responsibilities\nStrategic Leadership\nDevelop and execute a Customer Success vision and long-term strategy.\nBuild a scalable Customer Success organization capable of supporting continued company growth.\nEstablish customer segmentation, engagement models, and service delivery standards aligned with business objectives.\nServe as the executive advocate for customer experience across the organization.\nOrganization Development\nRecruit, develop, and mentor a high-performing Customer Success leadership team.\nDefine organizational structure, career progression, performance expectations, and talent development plans.\nFoster a culture focused on accountability, collaboration, customer advocacy, and continuous improvement.\nCustomer Lifecycle Management\nOwn the customer experience from implementation through adoption, value realization, renewal, and expansion.\nDevelop proactive customer engagement strategies that improve adoption and business outcomes.\nEstablish customer health scoring, success planning, executive business reviews, and risk mitigation programs.\nCreate scalable playbooks for onboarding, adoption, renewal readiness, and customer advocacy.\nRetention & Revenue Growth\nOwn customer retention strategy and support achievement of Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) goals.\nPartner closely with Sales to drive renewal excellence and identify expansion opportunities.\nDevelop forecasting methodologies for renewals, customer health, and churn risk.\nImplement strategies that improve customer lifetime value while reducing customer attrition.\nOperational Excellence\nDevelop KPI dashboards and executive reporting for Customer Success performance.\nEstablish measurable objectives including:Net Revenue Retention (NRR)\nGross Revenue Retention (GRR)\nCustomer Churn\nProduct Adoption\nTime-to-Value\nCustomer Health Scores\nNet Promoter Score (NPS)\nCustomer Satisfaction (CSAT)\n\nOptimize Customer Success technology platforms, workflows, and operational processes.\nCross-Functional Leadership\nPartner with Product Management to ensure customer feedback influences product roadmap decisions.\nCollaborate with Sales to ensure smooth customer transitions and consistent account engagement.\nWork closely with Support, and Operations to deliver a seamless customer experience.\nSupport Marketing initiatives related to customer advocacy, references, testimonials, and case studies.\nRequired Qualifications\nBachelor's degree required; MBA preferred.\n12+ years of progressive leadership experience within SaaS, technology, or recurring revenue businesses.\nMinimum of 7 years leading Customer Success organizations.\nDemonstrated experience building or transforming Customer Success teams in a high-growth environment.\nExperience managing enterprise customer relationships and executive stakeholders.\nStrong understanding of subscription business models, customer lifecycle management, and customer retention strategies.\nProven ability to develop scalable processes while maintaining a high-touch customer experience.\nStrong financial, analytical, and operational acumen.\nExceptional executive communication and presentation skills.\nPreferred Experience\nHospitality technology, telecommunications, managed services, or enterprise technology experience.\nExperience serving large hotel brands, management companies, ownership groups, or multi-location enterprise customers.\nExperience with HubSpot, Salesforce, Gainsight, Totango, ChurnZero, or similar Customer Success platforms.\nExperience leading organizational transformation initiatives.\nLeadership Competencies\nStrategic and visionary leadership\nCustomer-first mindset\nOperational excellence\nExecutive presence\nData-driven decision making\nCross-functional collaboration\nOrganizational development\nChange management\nTalent development and coaching\nHigh emotional intelligence\nPhysical requirements:\nWorking Conditions: This is a full-time hybrid/remote office environment. Some travel may be required.\nPhysical Activities: Occasional standing, stooping, and lifting up to 15 pounds\nPhysical Demands: Prolonged periods of sitting at a desk, working on a computer, and speaking on a telephone. Frequent repetitive motions\nApplicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.","description_format":"text","description_chars":5853,"description_truncated":false,"requirements":{"experience_years_min":12,"management_years_min":12,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-01T17:36:13Z"}],"visa":[],"liveness":{"score":11,"band":"cold","label":"Long shot","p_open":1,"p_active":0.397,"p_room":0.28,"age_days":68,"expected_fill_days":26,"reasons":["conf:0","win:tail","crowd:"],"computed_at":"2026-10-26T05:57:25Z"},"pay":null,"html_url":"https://alion.io/job/enseo-vp-customer-success","json_url":"https://alion.io/job/enseo-vp-customer-success.json","meta":{"generated_at":"2026-10-26T09:46:33Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":13290,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-27T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2077967},"rest":"https://alion.io/mcp/rest/get_company?id=2077967"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fenseo-vp-customer-success"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fenseo-vp-customer-success"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fenseo-vp-customer-success"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/enseo-vp-customer-success\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fenseo-vp-customer-success"}]}