The Role
Lead and scale the Customer Success organization, driving strategy for adoption, retention, and growth while collaborating across functions.
Summary Generated by Built In
Cority is the global enterprise EHS software provider creating industry-leading technology to empower those who transform the way the world works.
For over 35 years, Cority has been powered by the spirit of innovation, deep domain expertise, and a commitment to integrity that enables higher levels of operational and sustainable performance with the most comprehensive, human-centered, and secure SaaS platform to help workers and businesses thrive in 100 countries around the world.
The company enjoys the industry’s highest levels of client satisfaction and has received many awards for its strong employee culture and outstanding business performance. To learn more, visit www.cority.com.
Cority is looking for a dynamic and results-driven Vice President of Customer Success to lead and scale our global Customer Success organization. Reporting to the Chief Customer Officer, this person will be required to define and execute a best-in-class Customer Success strategy that drives adoption, maximizes customer value and ensures long-term retention and growth across Cority’s global client base.
At Cority, customer centricity is a core value and a key driver of our success. We only succeed when our customers realize measurable business value from our solutions. This role is pivotal in ensuring that our post-sale journey from onboarding through renewal and expansion is seamless, value-driven, and aligned with our clients’ strategic goals.
To excel in this role, you must understand Cority’s mission, solutions, and customer landscape. You will serve as a cross-functional leader, collaborating closely with Sales, Product, Engineering, Marketing, Professional Services, and Support to solve challenges, innovate on behalf of our customers, and produce meaningful business outcomes. The ultimate objective is to help customers demonstrate ROI from the adoption of our solutions to drive exceptional retention, satisfaction, and incremental revenue streams.
Primary Responsibilities:
- Leadership and Strategy
- Develop and execute a global Customer Success strategy aligned with the company’s growth, retention and customer satisfaction objectives.
- Establish and refine best practices, frameworks, and methodologies that scale efficiently across customer segments.
- Drive continuous improvement initiatives – including process optimization and automation.
- Build and sustain a high-performance, outcome-driven culture focused on long-term customer success, and value realization.
- Team Management
- Lead and grow a high-impact global team of Customer Success Managers.
- Define organizational structure, KPIs, and career development paths to promote excellence and engagement.
- Mentor and empower team members to success in a fast-paced, customer-centric environment.
- Customer Experience & Adoption
- Own and continuously improve the end-to-end customer journey, ensuring proactive engagement, value delivery, and satisfaction.
- Build and scale processes including health scoring, QBR frameworks, and playbooks tailored to each customer segment
- Serve as sponsor on strategic accounts and lead high-level escalation and retention efforts.
- Customer Retention and Growth
- Own KPIs related to NPS, retention, churn reduction, and price increases.
- Partner with Sales to drive up-sell, cross-sell, and expansion opportunities within existing accounts.
- Develop data-driven programs that extend customer lifetime value and deepen customer relationships.
- Cross Functional Collaboration
- Collaborate with Product and Engineering to influence roadmap based on customer feedback.
- Align with Finance on forecasting, budgeting, and resource planning tied to Customer Success growth metrics.
- Partner with Marketing to develop content, organize customer events and coordinate customer communications.
- Work closely with Professional Services to ensure a great onboarding experience that sets the foundation for long-term success
- Collaborate with Customer Support on critical issue escalations to ensure swift resolution and protect customer satisfaction.
Requirements & Qualifications:
- 5+ years of experience leading the customer success function in a fast growing SaaS, software company
- 15+ years of experience with B2B SaaS products with a proven track record in client-facing roles with an ability to build customer relationships.
- Demonstrated track record of building high performing teams through strategy, data and operational discipline.
- Experience driving improvements in NRR, GRR, and customer health across enterprise and mid-market segments.
- Strong understanding of customer journey design, lifecycle management, and health score methodologies.
- Expertise in building and optimizing customer-centric teams, processes, and technologies (e.g., Salesforce, ChurnZero, etc).
- Developed and built a scalable customer success teams, and business practice
- Consistent focus on continuous improvement and implementing best practices.
- Skilled at influencing cross-functional stakeholders, including C-level executives.
- Passionate about coaching, mentoring, and building high-performing teams committed to customer-centricity and innovation.
- Exceptional data analysis, communication and presentation skills.
- Hands-on, execution-oriented leadership style
- Prior experience in private equity-backed and high-growth environments is preferrable.
WHAT’S IN IT FOR YOU?
· An opportunity to work in a values-driven, performance oriented, dynamic and growth focused culture
· We support a remote working environment with a one-time home office allowance and subsidized monthly internet allowance
· Competitive health benefits, dental plans, and retirement savings plan (RRSP, 401K plan etc.)
· Annual fitness allowance
· Mental health support provided through access to Calm Premium meditation app and access to Talkspace
· Access to Udemy, internal training programs, annual training allowance and certifications, if applicable, and High Talent Programs
Cority is committed to a diverse and inclusive work environment. Cority is an equal opportunity employer and does not discriminate based on race, nationality, gender, gender identity, sexual orientation, protected veteran status, age, disability or any other legally protected status. For applicants who would like to request for accommodation please send an email to [email protected].
Top Skills
Churnzero
Salesforce
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The Company
What We Do
Cority is the global enterprise EHS software provider that empowers those who transform the way the world works. For over 35 years, Cority has been powered by a spirit of innovation, deep domain expertise, and a commitment to integrity that enables our customers to achieve higher levels of operational and sustainable performance. With the most comprehensive, human-centered, and secure SaaS platform, Cority helps people and businesses thrive around the world. The company enjoys the industry’s highest levels of client satisfaction and has received many awards for its strong employee culture and outstanding business performance. To learn more, visit www.cority.com.
