VP, Customer Success at Intrado Life & Safety, Inc.

, , United States -

Full Time

Start Date

Immediate

Expiry Date

06 Feb, 26

Salary

235000.0

Posted On

08 Nov, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Account Management, Leadership, Retention, Expansion, Advocacy, Communication, Analytical Skills, CRM Tools, SaaS, Public Safety Technology, Customer Lifecycle Management, Process Optimization, Data-Driven Insights, Team Performance, Strategic Thinking

Industry

Telecommunications

Description

About Us Intrado is dedicated to saving lives and protecting communities, helping them prepare for, respond to, and recover from critical events. Our cutting-edge company strives to become the most trusted, data-centric emergency services partner by uniting fragmented communications into actionable intelligence for first responders. At Intrado, all of our work truly matters. Responsibilities/Qualifications Reporting to the Chief Revenue Officer, the VP, Customer Success is a key executive leader responsible for shaping and executing the company’s customer success vision and strategy. This role oversees all aspects of customer success, including retention, adoption, expansion, and advocacy, ensuring customers achieve measurable value and long-term success. The VP will lead and scale a high-performing organization, drive cross-functional alignment, and represent the voice of the customer at the executive level. Key Responsibilities: Strategic Leadership Develop and execute a comprehensive customer success strategy aligned with company goals and growth objectives. Serve as a key member of the executive team, influencing company direction and priorities through customer insights. Champion a customer-centric culture across the organization. Organizational Management Lead, mentor, and grow a multi-level customer success organization, including Directors, Managers, and CSMs. Establish clear goals, performance metrics, and career development pathways for the team. Drive operational excellence through process optimization, technology adoption, and scalable engagement models. Customer Outcomes & Retention Own company-wide retention, Net Revenue Retention (NRR), and customer satisfaction (CSAT/NPS) targets. Oversee proactive engagement strategies, renewal execution, and risk mitigation at scale. Build and maintain executive relationships with strategic customers, acting as an escalation point and trusted advisor. Expansion & Sales Partnership Partner with Sales, Product, and Marketing to identify and drive expansion opportunities, including upsell and cross-sell motions. Develop playbooks and joint strategies for account growth and customer advocacy. Process Optimization & Innovation Continuously improve customer success processes, tools, and workflows using data-driven insights. Lead initiatives to enhance onboarding, adoption, and lifecycle management. Represent the voice of the customer in product development, go-to-market strategies, and executive decision-making. Reporting & Metrics Establish and monitor KPIs for customer health, retention, expansion, and team performance. Leverage dashboards and CS platforms to drive accountability and visibility across the organization. Present regular updates and strategic recommendations to the executive team and board. Qualifications: 10+ years of experience in Customer Success, Account Management, or related post-sales leadership roles in SaaS, telecommunications, or technology environments 5+ years of experience leading large, multi-level teams, including Directors and Managers Proven track record of driving customer retention, expansion, and advocacy at scale Exceptional executive presence, communication, and influencing skills Expertise in Customer Success platforms and CRM tools (e.g., Salesforce, Gainsight) Strategic thinker with strong analytical and commercial acumen Experience supporting both SMB and enterprise customers, with a focus on scalable and digital engagement models. Demonstrated success building and evolving customer success programs and processes at the organizational level. Deep understanding of customer lifecycle management, including onboarding, QBRs, journey mapping, and digital CS strategies Background in public safety technology or mission-critical environments is a plus Bachelor's degree from an accredited college or university with major course work in business administration, management information systems, computer science, or a related field is required Equivalent work experience in a similar position may be substituted for educational requirements Total Rewards Want to love where you work? At Intrado, we offer a comprehensive benefits package that includes what you’d expect (medical, dental, vision, life and disability coverage, paid time off, a 401(k) retirement plan with company match and flexible spending accounts), and several that go above and beyond – tuition reimbursement paid parental leave, access to a robust library of personal and professional training resources, employee discounts, critical illness, hospital indemnity, access to legal support, pet insurance, identity theft protection, an EAP (Employee Assistance Program) that includes free mental health resources/support, and more! Apply today to join us in work worth doing! The starting salary is anticipated between $220,000 and $235,000 and will be commensurate with experience. This position is also eligible for an annual leadership bonus. Intrado is an Equal Opportunity Employer – Veterans/Disabled and Other Protected Categories. Our Company welcomes and encourages applications of individuals with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. Intrado maintains a Drug Free Workplace.

Responsibilities

The VP, Customer Success is responsible for shaping and executing the company’s customer success vision and strategy, overseeing retention, adoption, expansion, and advocacy. This role includes leading a high-performing organization and representing the voice of the customer at the executive level.