Website TourCC
TourCC (a growing SaaS platform) is seeking a high-performing, executive-level VP of Customer Success & Account Management to lead their post-sale customer retention and revenue expansion operations.
In this role, you will oversee the full lifecycle of customer accounts after a contract is signed. This means you will lead teams focused on onboarding new users, driving deep product adoption, maintaining exceptionally high net revenue retention (NRR), and identifying expansion and upselling opportunities within their active B2B user base.
This is a 100% remote leadership role that allows you to manage a global team from anywhere.
What You Will Do
- Drive Account Retention & NRR: Completely own post-sale customer metrics, focusing on minimizing churn, maximizing customer health, and scaling net revenue retention across the entire SaaS portfolio.
- Lead Expansion & Upsell Programs: Partner with Account Management to build systematic upsell and cross-sell playbooks that unlock fresh revenue from existing corporate accounts.
- Scale the Customer Success Team: Mentor, lead, and build out a world-class team of Customer Success Managers (CSMs) and Account Managers, establishing clear key performance indicators (KPIs) and operational workflows.
- Optimize Onboarding Pipelines: Refine the implementation and onboarding strategy to help complex enterprise clients realize product value as rapidly as possible.
- Act as Voice of the Customer: Interface directly with high-value accounts, bringing critical customer feedback back to the internal Product and Engineering teams to influence the software roadmap.
What You Need to Know
They are looking for an analytical, revenue-minded SaaS executive who knows how to scale customer relationships during periods of hyper-growth. You will need:
- SaaS Leadership Experience: Proven experience operating in a Director, Head of, or VP-level capacity managing Customer Success or Account Management pipelines for a business-to-business (B2B) SaaS company.
- Data-Driven Mindset: Deep familiarity with calculating and improving core SaaS metrics such as Gross Retention Rate (GRR), Net Revenue Retention (NRR), Customer Lifetime Value (LTV), and churn velocity.
- Enterprise Relationship Management: Exceptional executive presence and commercial negotiation instincts, with comfort stepping in to help rescue at-risk enterprise client accounts.
- High Autonomy: Outstanding organizational stamina needed to align a fully remote, cross-functional team spanning multiple time zones.
How to Apply
If you have a strong track record of scaling retention architectures and want to lead a dynamic global Customer Success team, you can apply directly through the link:
To apply for this job please visit weworkremotely.com.