Vice President, Customer Success

Vultr Cares

• 100% company-paid insurance premiums for employee medical, dental and vision plans. 

• 401(k) plan that matches 100% up to 4%, with immediate vesting

• Professional Development Reimbursement of $2,500 each year

• 11 Holidays + Paid Time Off Accrual + Rollover Plan 

• Commitment matters to Vultr! Increased PTO at 3 year and 10 year anniversary + 1 month paid sabbatical every 5 years + Anniversary Bonus each year

• $500 stipend for remote office setup in first year + $400 each following year

• Internet reimbursement up to $75 per month

• Gym membership reimbursement up to $50 per month

• Company paid Wellable subscription

Join Vultr

Vultr is seeking a highly skilled and experienced Vice President of Customer Success to lead a global team encompassing Customer Success Management (CSM), Technical Account Management (TAM), and Service Delivery, ensuring world-class experiences that accelerate adoption, retention, expansion, and advocacy. The ideal candidate is a proven customer-facing leader responsible for driving exceptional customer outcomes and long-term growth across our IaaS and PaaS portfolio. This is a highly visible role in a high-growth technology company, which will require a deep understanding of infrastructure-as-a-service, cloud computing, and enterprise service delivery models, along with the ability to translate technical performance into measurable customer value. This is your opportunity to join our fast growing team and leave your mark on Vultr and the future of Cloud Infrastructure.

Key Responsibilities

Strategic Leadership

• Define and execute the global Customer Success strategy aligned with corporate growth and retention objectives.

• Partner cross-functionally with Sales, Product, Engineering, and Operations to ensure customer feedback drives roadmap and quality improvements.

• Establish a scalable Customer Success operating model that supports enterprise, mid-market, and SMB customers.

Customer Success & Retention

• Lead Customer Success Managers to proactively manage relationships, adoption, and Net Revenue Retention (NRR).

• Develop frameworks for onboarding, adoption, health scoring, renewal, and expansion.

• Champion customer advocacy programs, referenceability, and voice-of-the-customer initiatives.

Technical Account Management

• Oversee TAMs providing proactive technical guidance, performance optimization, and architecture support.

• Drive service-level excellence across compute, storage, networking, and GPU-based infrastructure environments.

• Ensure tight alignment between TAMs, engineering, and support to accelerate resolution of complex issues.

Service Delivery

• Lead the end-to-end delivery of infrastructure in alignment with customer contracts, SLAs, and statements of work (SOWs).

• Ensure all service commitments — including performance, uptime, response, and delivery milestones — are consistently met or exceeded.

• Partner closely with data center operations, engineering, and program management to ensure operational readiness and accountability for each customer engagement.

• Establish governance frameworks for contract compliance, change management, and escalation to ensure transparency and customer trust.

• Drive a culture of proactive delivery excellence, balancing efficiency, scalability, and adherence to contractual obligations.

Operational Excellence

• Define key metrics: NRR, logo retention, customer health, time-to-value, and SLA adherence.

• Build scalable systems and automation for renewals forecasting, success planning, and engagement tracking.

• Mentor directors and senior managers, fostering a performance-driven, customer-centric culture.

Qualifications

• 10+ years of experience in Customer Success, Service Delivery, or Technical Account Management, including 5+ years in a senior leadership role within an IaaS, PaaS, or Cloud Services company.

• Proven track record of managing large customer portfolios and enterprise relationships.

• Deep understanding of infrastructure architecture, SLAs, data center operations, cloud orchestration, and usage-based billing models.

• Strong executive presence and ability to influence C-level stakeholders.

• Experience implementing customer lifecycle technology (Salesforce, Gainsight, Totango, etc.).

• Exceptional analytical, communication, and leadership skills.

Compensation

$160,000 - $190,000

This salary can vary based on location, years of experience, background and skill set.