Senior Vice President, Customer Success

Job Description

Senior Vice President, Customer Success

Job Level

E7

Summary/objective

The Senior Vice President, Customer Success is responsible for the overall strategy, performance, and evolution of isolved's customer success function, including the experience of our largest and most strategic clients. This leader will oversee teams dedicated to driving retention, satisfaction, and long-term value across our customer base. The SVP will play a critical role in shaping the customer journey, building scalable programs, and driving cross-functional alignment to enhance customer outcomes and loyalty. This role requires a strategic, data-driven leader with deep experience in customer success and a passion for creating exceptional customer experiences.

Core Job Duties

• Lead and evolve the customer success strategy to drive retention, customer health, and overall satisfaction across all segments, including our most strategic accounts
• Oversee the performance of customer success teams, including account health, renewals, and issue resolution, ensuring consistent execution against KPIs and business goals
• Serve as the executive escalation point for key customer issues, guiding resolution strategies to protect and strengthen relationships
• Partner with cross-functional leaders in Product, Support, Marketing, and Sales to deliver a cohesive and customer-centric experience
• Design and implement scalable processes, tools, and enablement programs that support customer lifecycle management and team effectiveness
• Track and report on customer success metrics and operational performance to inform executive leadership and guide strategy
• Lead internal initiatives to optimize customer experience through technology, process improvement, and organizational design
• Develop and mentor a high-performing leadership team, fostering a culture of accountability, continuous improvement, and customer-first thinking
• Maintain deep understanding of isolved's solutions and the evolving needs of our customers to inform program design and customer engagement
• Support the strategic expansion of the customer success function to include emerging disciplines that drive long-term customer value

Minimum Qualifications

• Bachelor's degree or equivalent business experience
• 15+ years of experience in customer success, account management, or related disciplines, including leadership of large, distributed teams
• Proven track record of driving customer retention and satisfaction at scale
• Strong executive presence with the ability to lead through influence and drive alignment across functions
• Exceptional strategic thinking, data analysis, and problem-solving skills
• Excellent communication, presentation, and stakeholder management capabilities
• Deep understanding of SaaS business models, customer health scoring, and customer journey mapping
• Experience with CRM and customer success platforms

Preferred Qualifications

• Experience in the HCM, payroll, or SaaS software industry
• Strong customer advocacy and lifecycle management experience
• Background in enterprise client success or post-sale operations in a recurring revenue model

Job Complexity

Guides and inspires others to work with abstract ideas or situations across functional areas of the business. Sets strategy and guides senior leaders in identifying and evaluating fundamental issues and direction for business unit(s). Requires in-depth knowledge of the business unit, business strategies, and the company's goals.

Interaction

Interacts internally and externally with executive and C-Level level management, requiring negotiation of extremely critical matters. Influences policymaking.

Supervision

Directs and controls the activities of one or more business unit, division, product groups or service areas through senior leaders who have overall responsibility for the successful operation of those assigned areas. Clear expertise as a leader and operator.

Experience

Typically requires a Bachelor's degree and 15+ years of direct experience, with 10+ years of leadership experience. May require advanced degree.

Scope

Sets direction, strategy, and vision for business unit(s). Holds senior leaders accountable for results. Helps shape, exemplify, and hold senior leaders accountable to the management standards of the company. Approves corporate and/or organizational policies and authorizes their implementation. Inspires senior leaders to develop innovative concepts and promote new ideas. Drives meaningful impact and improvements across multiple functions or business units; strategically plans for how people and processes scale.

Discretion

Erroneous decisions will have a significant long-term effect on the company's success.

Physical Demands

Prolonged periods of sitting at a desk and working on a computer. Must be able to lift to 15 pounds.

Travel Required

Yes, up to 50% domestic travel may be required.

Work Authorization

Employee must be legally authorized to work in the United States.

FLSA Classification

Exempt

Location

Any

Internal Job Title

Senior Vice President, Customer Success

Effective Date

6/30/2025

About isolved

isolved is an employee experience leader, providing intuitive, people-first HCM (Human Capital Management) technology. Our solutions are delivered directly or through our partner network to more than eight million employees and 195,000 employers - who use them every day to boost performance, increase productivity, and accelerate results while reducing risk. Our HCM platform, isolved People Cloud, seamlessly connects and manages the employee journey across talent management, HR & payroll, workforce management and engagement management functions. No matter the industry, we help high-growth organizations employ, enable and empower their workforce by transforming employee experience for a better today and a better tomorrow. For more information, visit www.isolvedhcm.com.

isolved is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. isolved is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are. Visit www.isolvedhcm.com/careers for more information regarding our incredible culture and focus on our employee experience. Visit www.isolvedeebenefits.com for a comprehensive list of our employee total rewards offerings.

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