VP, Customer Success Operations & Retention

VP, Customer Success Operations & Retention

Reports to: SVP, Customer Success & Operations

Location: Remote (US), occasional travel

Build the future of Customer Success.

ECI serves more than 25,000 customers across multiple industries. Rather than growing headcount linearly, we're building an AI-native Customer Success operating model that continuously monitors customer health, orchestrates lifecycle engagement, predicts renewal risk, and intelligently determines where human expertise creates the greatest impact.

This role owns that transformation.

As VP, Customer Success Operations & Retention, you'll define the operating model, build the organization, and own the technology and operating system behind how ECI retains and grows our customers. You'll oversee the teams responsible for scaled customer engagement, lifecycle programs, renewal operations, customer intelligence, and the systems that power them.

What you'll own

The Scaled Customer Success operating model. Design how more than 25,000 customers experience ECI through intelligent segmentation, lifecycle orchestration, AI, automation, and targeted human engagement.

Customer retention performance. Own the operating strategy behind Gross Revenue Retention and Net Revenue Retention alongside the renewal organization. Build predictable forecasting, understand why customers churn, continuously improve save motions, and turn retention into an operating discipline instead of a quarterly scramble.

The Customer Success Operations organization. Build and lead the teams responsible for customer lifecycle programs, engagement operations, customer intelligence, health scoring, and scaled execution.

Customer intelligence. Define how customer health is measured, which signals matter, when automation engages, and when human expertise creates the greatest impact. Continuously improve the operating model through the insights generated by every customer interaction.

Technology and AI enablement. Partner with GTM Engineering to evaluate, build, and operationalize AI capabilities across the customer lifecycle. Determine where AI, automation, and human expertise create the greatest value across the customer lifecycle.

Cross-functional customer operations. Partner with Product, Marketing, Support, Professional Services, Sales, and Engineering to create a single, coordinated customer experience instead of disconnected functional handoffs.

Who you are

• 10+ years leading Customer Success, Customer Success Operations, RevOps, Digital Customer Success, or similar organizations in B2B SaaS.
• You've built scaled customer success capabilities rather than simply inherited them.
• You understand how customer journeys, technology, AI, operations, and commercial outcomes connect into one operating system.
• You've owned meaningful retention metrics and know how to influence Gross Revenue Retention, Net Revenue Retention, adoption, and expansion.
• Equally comfortable discussing operating strategy with executives and working with your team to redesign playbooks, workflows, or operating processes.
• You naturally think in systems, experimentation, automation, and continuous improvement.

Why this role matters

ECI is investing in the operating model that will define how we serve and grow more than 25,000 customers over the next decade.

You'll shape the systems, teams, and operating model behind that effort, bringing together Customer Success, renewals, customer intelligence, AI, and automation into a single organization designed to scale. You'll have the backing to build, the freedom to make decisions, and the opportunity to leave a lasting mark on how the company operates.

You'll join at a point where the direction is clear but much of the operating model is still to be built. The decisions you make, the teams you assemble, and the systems you create will shape how ECI serves its customers and scales its business for years to come.