Note: The job is a remote job and is open to candidates in USA. Gabriel Talent Consulting is focused on transforming employee benefits into a more valuable and engaged experience. They are seeking a VP of Customer Success & Retention to drive net revenue retention, build a scalable Customer Success engine, and enhance customer engagement through AI and data-driven strategies.

Responsibilities

• Own retention and expansion outcomes: Own net revenue retention, gross retention, renewals, and expansion strategy. Build the forecasting discipline, operating cadence, and customer health model needed to identify risks early and drive action
• Build a scalable Customer Success engine: Create the processes, systems, and team structure needed to support growth while improving customer outcomes
• Increase customer value and product adoption: Develop strategies that improve engagement, demonstrate ROI, and turn successful customers into long-term growth partners
• Lead AI-enabled transformation: Use AI, automation, and better customer intelligence to improve how the team operates — reducing manual work, increasing insight, and allowing the team to focus on the moments that require judgment
• Create operating rigor through data: Establish Salesforce as the source of truth for customer health, forecasting, renewals, and expansion opportunities
• Be the executive voice of the customer: Own strategic relationships, executive business reviews, escalations, and customer feedback loops that influence the broader company
• Build and develop the team: Lead a team of CS leaders and CSMs, raise the commercial maturity of the organization, and build the next generation of Customer Success talent

Skills

• 8+ years in Customer Success, account management, or commercial retention roles with people management experience
• Proven ownership of retention, expansion, or revenue outcomes in a B2B environment
• Commercial mindset with the ability to connect customer activities to business results
• Experience building teams, processes, and operating rhythms in a high-growth environment
• Strong analytical skills and comfort using data to make decisions
• Ability to influence cross-functional partners across Sales, Product, Marketing, and Operations
• Executive presence with customers, partners, and internal leadership
• Excitement about using AI and technology to reinvent how Customer Success operates
• Healthcare, benefits, or SaaS experience

Company Overview