VP, Customer Success

Uniphore is seeking an experienced Vice President, Customer Success to lead the global post-sales customer journey. This role involves building a high-performing CX organization focused on driving customer value, retention, expansion, and advocacy. The VP will own the entire customer lifecycle from onboarding to renewal, working closely with various departments to integrate customer insights and achieve growth and retention goals. This is a dynamic role requiring a leader who can define and operationalize a scalable CS strategy, implement processes, and act as an executive sponsor for strategic accounts.

Must Have

• Own the end-to-end post-sales customer journey
• Build, lead, and scale a high-performing global Customer Success organization
• Define and execute a data-driven Customer Success roadmap
• Serve as executive sponsor for strategic accounts
• Partner cross-functionally with Sales, Delivery/Services, Product, Engineering, and Marketing
• Implement and optimize Customer Success tools and systems
• Recruit, mentor, and develop CS leaders and ICs
• Track, analyze, and report on retention, expansion, and advocacy metrics

Good to Have

• Experience with contact center and marketing functions

Perks & Benefits

• Annual incentive opportunity based on target achievement
• Pre-IPO stock options
• Medical benefits
• Dental benefits
• Vision benefits
• 401(k) with a match
• Generous paid time off
• Paid holidays
• Paid day off for your birthday
• Other paid leave policies

Uniphore is one of the largest B2B AI-native companies—decades-proven, built-for-scale and designed for the enterprise. The company drives business outcomes, across multiple industry verticals, and enables the largest global deployments.

Uniphore infuses AI into every part of the enterprise that impacts the customer. We deliver the only multimodal architecture centered on customers that combines Generative AI, Knowledge AI, Emotion AI, workflow automation and a co-pilot to guide you. We understand better than anyone how to capture voice, video and text and how to analyze all types of data.

As AI becomes more powerful, every part of the enterprise that impacts the customer will be disrupted. We believe the future will run on the connective tissue between people, machines and data: all in the service of creating the most human processes and experiences for customers and employees.

About the role

We're looking for an experienced Vice President, Customer Success to lead the global post-sales customer journey and build a high-performing CX organization focused on driving customer value, retention, expansion, and advocacy. In this fast-paced, dynamic role, you'll be at the heart of ensuring customers realize the full impact of Uniphore’s product suite. You'll own the entire lifecycle—from onboarding and enablement through adoption, expansion, and renewal—while working closely with Sales, Delivery, Product, Engineering, Marketing, and senior leadership to integrate customer insights into the roadmap and go-to-market strategy and deliver against ambitious growth and retention goals. This is a role for someone who thrives in a high-growth, innovative environment where priorities shift quickly; hands-on problem-solving is constant, and there's never a dull moment. You'll be expected to define and operationalize a scalable CS strategy, implement processes, playbooks, tools, and KPIs that monitor customer health and value realization, act as an executive sponsor for strategic accounts, and drive cross-functional alignment to ensure seamless handoffs and on-time delivery of outcomes committed in the contract. If you're energized by the challenge of moving at the speed of light, passionate about customer outcomes, and ready to build a world-class CS function with a measurable impact on net retention and expansion, this opportunity is for you.

What you'll be doing

• Own the end-to-end post-sales customer journey—including onboarding, enablement, adoption, renewal, expansion, and advocacy—setting the strategy and operating model that deliver measurable customer outcomes and long-term retention
• Build, lead, and scale a high-performing global Customer Success organization (CSMs, Support, Onboarding, Enablement), establishing clear roles, processes, and operating rhythms that drive consistency and impact
• Define and execute a data-driven Customer Success roadmap—developing playbooks, health models, and success plans; instituting KPIs and dashboards; and using insights to proactively reduce risk and unlock expansion
• Serve as executive sponsor for strategic accounts—cultivating C-suite relationships, guiding executive business reviews, and resolving escalations to protect and grow enterprise partnerships
• Partner cross-functionally with Sales, Delivery/Services, Product, Engineering, and Marketing to ensure seamless handoffs, accelerate time-to-value, and channel the voice of the customer into product and go-to-market decisions
• Implement and optimize Customer Success tools and systems to capture product usage, value realization, and customer feedback—connecting outcomes to contractual commitments and informing forecasting
• Recruit, mentor, and develop CS leaders and ICs—building a culture of accountability, customer empathy, and continuous improvement through coaching, enablement, and performance management
• Track, analyze, and report on retention, expansion, and advocacy metrics—owning forecasts for gross and net revenue retention, identifying trends and opportunities, and communicating progress and recommendations to senior leadership

What we're looking for

• 10+ years of experience in Customer Success, Account Management, or related roles, including 5+ years in senior leadership building and scaling a global CS organization (CSMs, Support, Onboarding, Enablement)
• Proven success leading Customer Success in B2B SaaS or AI-driven technology, driving enterprise retention, expansion, and advocacy across complex, data-centric products
• Exceptional leadership, communication, and executive presence; comfortable engaging at the C-suite and influencing senior stakeholders
• Data-driven operator who defines and manages KPIs, customer health scores, and voice-of-customer programs to improve adoption, renewals, and expansion outcomes
• Demonstrated ability to build CS infrastructure from the ground up—processes, playbooks, and tooling—and to coach and develop high-performing teams
• A growth mindset and true flexibility; thrives in a fast-moving, high-growth environment while fostering accountability, customer empathy, and continuous improvement
• Deep cross-functional collaboration experience with Sales, Delivery/Professional Services, Product, Engineering, and Marketing; familiarity with AI/ML (including generative/agentic AI), data governance, and model lifecycle management—experience with contact center and marketing functions is a plus

What we offer

• Executive scope and autonomy – Lead the entire post-sales customer journey—owning strategy, org design, and outcomes across onboarding, adoption, expansion, and renewal
• High-growth, innovative environment – Operate in a fast-moving setting where you’ll shape how customers realize value from complex, data-centric products
• Cross-functional influence – Partner closely with Sales, Delivery, Product, Engineering, and Marketing to translate customer insights into roadmap and go-to-market action
• Build and scale – Design and implement the processes, playbooks, KPIs, and tooling that underpin a global, data-driven Customer Success organization
• Team leadership – Recruit, mentor, and develop high-performing CS leaders and ICs while fostering a culture of accountability, empathy, and continuous improvement
• Executive visibility and impact – Collaborate with the executive team, sponsor strategic accounts, and elevate customer advocacy through references and case studies

Hiring Range:

$212,000 - $291,500 - for Primary Location of USA - CA - Palo Alto

The specific rate will depend on the successful candidate's qualifications and prior experience.

In addition to competitive base pay, this position also includes an annual incentive opportunity based on target achievement, pre-IPO stock options, benefits including medical, dental, vision, 401(k) with a match, and more, plus generous paid time off, paid holidays, paid day off for your birthday and other paid leave policies to support employees through all phases of life.

Location preference:

USA - CA - Palo Alto, USA - NY - New York

Uniphore is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.

For more information on how Uniphore uses AI to unify—and humanize—every enterprise experience, please visit www.uniphore.com.