VP, Customer Success

Job Summary

The Vice President of Customer Success is responsible for ensuring Reltio customers achieve measurable business outcomes from their investment in Reltio's cloud-native Context Intelligence AI ready data foundation. This leader will drive value realization and customer adoption of trusted, governed, and connected data as a foundation for operational systems, analytics, and AI.

Reltio's customers are large, complex enterprises undergoing data transformation initiatives across domains such as Customer, Product, Supplier, and multi-domain data unification. Success in this role requires a deep understanding of enterprise data ecosystems, governance maturity, and cross-functional business value realization.

The VP of Customer Success will build and scale a global organization that ensures customers not only deploy Reltio successfully, but operationalize it as a mission-critical data platform-driving improved data quality, reduced operational friction, faster time to insight, and enablement of AI-driven use cases.

This role owns Gross Revenue Retention (GRR), customer adoption, expansion, and advocacy, and serves as the executive voice of the customer across Product, Engineering, and Go-To-Market teams.

Job Duties and Responsibilities

• Lead a world-class Customer Success organization capable of supporting Reltio's growth ambitions which include increased renewal rates and reduced churn
• Accelerate the expansion of our footprint within accounts through cross-sell and upsell
• Improve overall lifetime value through higher product adoption, customer satisfaction and overall health scores
• Accelerate new business growth through greater advocacy and customer reference-ability
• Define and operationalize a value realization framework tied to measurable customer outcomes
• Ensure customers successfully adopt Reltio as a system of record as the foundation for AI driven functions across enterprise data ecosystems
• Define the right structure and account alignment to enable CSMs to be subject matter expertise in support of customers' business outcomes
• Successfully hire and scale a world-class, global team
• Create a robust process for onboarding and ramping new team members
• Build a culture of continuous learning and development both around best practices as well as build business knowledge to help drive value for customers
• Align the company on a shared view of an ideal customer, including driving a segmentation of our customer base on key dimensions (e.g., business outcomes, industry, scale)
• Map customer journey from pre-sales to implementation to go live and value realizations
• Identify critical listening points across the journey and key metrics to measure impact
• Develop clear, repeatable playbooks to drive impact at each step in the journey
• Implement systems and processes to drive continuous improvement at each step of the journey
• Create right processes and metrics to ensure CSMs are driving right account-level activities
• Participate in an executive council of key customers and prospects to help shape and guide product and service improvements
• Define and drive strategy around Customer Councils focused on specific industry or use case topics to drive engagement and thought leadership
• Work with Marketing to create and deliver high-engagement customer conference (virtual, in-person, hybrid) to foster engagement within the customer base and drive thought leadership with prospects
• Other duties and responsibilities as assigned.

Skills You Must Have

• Relevant Bachelor's degree; preference for computer science or related degrees
• A proven track record with 15+ years of experience in highly regulated environments including Life Sciences, Healthcare and Financial Services.
• Experience with Software-as-a-Service (SaaS)/Platform-as-a-Service (PaaS) and Infrastructure-as-as-Service (IaaS)
• Ability to manage influence through persuasion, negotiation, and consensus-building
• Ideally combined background of post-sale and sales experience
• Strong empathy for customers AND passion for revenue and growth
• Deep understanding of value drivers in recurring revenue business models
• Analytical and process-oriented mindset
• Demonstrated desire for continuous learning and improvement
• An enthusiastic and creative leader with the ability to inspire others
• Excellent communication and presentation skills
• Be sure to include any MDM, Cloud, Enterprise, SaaS experience.

Additional information

At Reltio, we carefully consider a wide range of compensation factors to determine your personal top of market. We rely on market indicators to determine compensation and your specific job family, background, skills, and experience to get it right. These considerations can cause your compensation to vary and will also be dependent on your location.