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Vice President - Account Management and Customer Success (US 05636)
US Delivery
USA
About Us
Zycus, recognized by leading analyst firms in procurement technology, empowers teams to unlock deep value through its comprehensive Source-to-Pay (S2P) solutions. At the heart of our S2P solution is the Merlin Agentic Platform, which orchestrates intelligent AI agents to deliver simplified, efficient, and compliant processes.
The Merlin Intake Agent offers business users unparalleled ease of use, increasing adoption rates and significantly reducing non-compliant spending. For procurement teams, the Merlin Autonomous Negotiation Agent handles tail spend autonomously, securing additional savings; the Merlin Contract Agent helps draft compliant contracts and reduces risks by actively monitoring them; and the Merlin AP Agent further enhances efficiency by automating invoice processing with exceptional speed and accuracy.We Are An Equal Opportunity Employer:
Zycus is committed to providing equal opportunities in employment and creating an inclusive work environment. We do not discriminate against applicants on the basis of race, color, religion, gender, sexual orientation, national origin, age, disability, or any other legally protected characteristic. All hiring decisions will be based solely on qualifications, skills, and experience relevant to the job requirements.
Job Description
The Vice President of Account Management and Customer Success is a senior leadership position responsible for driving customer retention, expansion, and advocacy throughout our North American customer base. This individual oversees both the Customer Success Management (CSM) and Customer Account Management (CAM) teams, ensuring that every customer realizes tangible value from Zycus solutions, renews successfully, and increases their engagement over time.
The VP is directly accountable for three pivotal drivers of post-sale growth: managing the renewal performance, owning the expansion performance against a quota, and leading the customer advocacy program. With deep expertise in enterprise SaaS, this leader strikes a balance between commercial acumen and a strong, customer-centric approach - championing satisfaction, loyalty, and long-term partnership.
Objectives (what you'll accomplish):
- Own the weekly renewal and expansion sales forecast process, ensuring CRM hygiene, forecast accuracy, pipeline growth, and deal inspection/qualification rigor.
- Deliver on GRR, NRR, NPS, and Advocacy targets for the North America customer base
- Own and scale the Advocacy program: Manage a customer 360 initiative that will identify, engage, and amplify Promoters through testimonials, references, speaking events, and case studies
- Drive customer engagement through repeatable Success Plans, with tracked value KPIs, executive alignment, and EBR touch points.
- Lead the CSM team in building trusted relationships, driving product adoption, and identifying whitespace opportunities (CSQLs)
- Leverage data and customer health scoring to proactively manage risk and opportunity
- Drive account segmentation strategies, incorporating AI and Tech Touch techniques to optimize for efficiency
- Collaborate with Sales, Product, Marketing, and Services to drive product improvement and efficiency
- Partner closely with Implementation and Support teams to ensure seamless post-sale handoffs and accountability for customer outcomes throughout the customer journey
Key KPI's
- Net Revenue Retention (NRR)
- Gross Retention Rate (GRR)
- Advocacy Performance
- Net Promoter Score (NPS)
- Customer Health Scores
- Cross-sell / Upsell Revenue
Core Competencies (what you need to know, or potentially quickly learn):
- Retention Strategy: Skilled at owning, assessing risk, and improving GRR performance
- Enterprise Expansion Sales: Proven success selling into large enterprise accounts with complex buying centers
- Pipeline & Forecast Mastery: Deep understanding of pipeline generation, MEDDPICC qualification, forecasting processes, and deal execution
- Customer Advocacy: Ability to design and scale programs that develop and leverage customer promoters
- Team Leadership: Experience managing and growing both Success and Sales functions with a strong coaching culture
- Value Realization: Comfortable driving value discussions with senior stakeholders and aligning outcomes to business KPIs
- Customer Health Insight: Able to implement and act on health scoring models to drive retention and growth actions
- Cross-functional Collaboration and Executive Influence: Able to advocate for the customer internally, shaping roadmap, messaging, and operational priorities
Job Requirement
Experience & Qualifications
Required:
- 15+ years in B2B SaaS post-sales leadership (Customer Success, Account Management, or Expansion Sales)
- Enterprise expansion sales experience with a history of achieving or exceeding quota
- Experience leading SaaS renewals and advocacy motions
- Familiarity with forecasting frameworks and MEDDPICC or similar qualification methods
- Strong data driven operational mindset and experience managing KPIs and forecasts
Ideal:
- Built or scaled a CS or CAM function from early stage to maturity
- Hands-on experience with Salesforce, Clari, ChurnZero (or Gainsight), and customer analytics tools to manage a performance culture based on measurable KPI performance
Nice-to-have:
- Background in procurement or Source-to-Pay (S2P) domain
- Experience working with both onshore and offshore team models
What We Offer:
- A highly visible, high-impact role directly shaping customer lifetime value
- Executive-level responsibility for retention, expansion, and advocacy across the company’s most strategic customers
- A seat at the leadership table with influence across Sales, Product, and Marketing strategy
- Competitive compensation package including variable tied to measurable outcomes
- The opportunity to build a world-class, outcome-driven Customer Success & Account Management organization
- A collaborative, customer-centric, and innovative culture.