Role Description We’re looking for a Vice President of Customer Success to lead our Customer Success Manager (CSM) and Technical Account Manager (TAM) teams across Growth, Enterprise, and Strategic customer segments in the Americas and EMEA. This is a high-impact leadership role driving customer outcomes, adoption, renewals, and expansion opportunities while representing the voice of the customer across the organization. You’ll partner closely with Product, Engineering, Sales, Renewals, Services, and Support teams to ensure every customer gets maximum value from our platform. If you’re passionate about customer advocacy, building world-class teams, and driving revenue growth, this is your opportunity to make a measurable impact. What You Will Do - Drive Customer Success Outcomes - Hold steady renewal rates and reduce down sell & churn - Expand revenue in accounts through new products and expansion opportunities - Influence future lifetime value through higher product adoption, customer engagement and overall customer health scores with constant identification of where the risks are within the customer base - Ensure Success Planning Workshops proceed for all appropriate Customers and drive execution to the resulting Customer Success Plans - Expand customer advocacy and referenceable customers - Tailor CS programs to meet the needs of customers at various stages in the customer journey and different segmentation needs - Prescriptively guide customers towards proven / recommended approaches to satisfying their business needs - Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate and enforce the creation and management of “get well plans” - Travel to client sites domestically or internationally - Measure Effectiveness of Customer Success - Define and manage operational OKRs (Objectives & Key Results) for team in support of the Company’s objectives and enforce the roll down of these KRs for CS members within Lattice - Track and report metrics and measures of business performance and customer health; product use, NRR, Churn, Upsell - Recruit, develop and lead world-class customer success team - Attract high potential individual contributors and leaders into team - Refine onboarding process for new team members - Share knowledge within team, based on experience and lessons learned - Encourage continuous learning within team, developing a team of next generation leaders - Drive continual knowledge improvement for emerging product offerings and feature/function to assure optimum customer success - Collaborate Across Company to drive Customer Success - Influence company-wide culture of Customer Success - Drive company-wide customer success processes and metrics - Work closely with the sales to align on customer strategies, renewal forecasting, and account opportunities - Partner with product to ensure customers are informed of latest features and functionality and advocate internally for additional product enhancements based on customer needs - Align with Renewal Team around measurement and forecasting Success Outcomes - 1-3 Months: - Build strong relationships with CSM and TAM leaders in Americas and EMEA; assess team structure, talent, and coverage models. - Conduct a baseline review of customer health, renewal rates, churn, NRR, and upsell/cross-sell metrics; identify key risks in the current portfolio. - Review and refine Customer Success Planning Workshop framework to ensure consistent execution across segments. - Establish operational OKRs for the CS team aligned to company objectives; input them into Lattice for tracking. - Meet with top 10–15 strategic customer executives to introduce yourself, establish credibility, and understand their goals and challenges. - Partner with Sales, Product, and Renewals leadership to define account ownership, handoff processes, and alignment on renewal forecasting. - 4-6 Months: - Deliver measurable improvements in customer health scores across Growth, Enterprise, and Strategic accounts through structured success planning and proactive risk management. - Implement refined CS programs tailored by customer journey stage and segmentation; track adoption and satisfaction trends. - Reduce escalations by introducing “get well” playbooks and driving urgency in resolution processes. - Achieve measurable progress in renewal forecast accuracy and reduce churn in at-risk segments. - Demonstrate impact on NRR through early-stage expansion opportunities in at least 15–20% of Enterprise/Strategic accounts. - Strengthen team capabilities: new hires onboarded successfully, career development plans implemented, and training on emerging product features rolled out. - 7 Months & beyond: - Deliver year-over-year improvement in renewal rates, NRR, and churn reduction aligned to board-level goals. - Establish Varicent as a trusted partner with key customers: grow referenceable accounts and expand executive-level advocacy. - Operationalize a repeatable CS operating model across regions, ensuring consistent processes for onboarding, adoption, renewals, and expansion. - Embed customer feedback loops into Product, Engineering, and Services to influence roadmap and enhance customer outcomes. - Mature internal reporting on customer health, churn, and upsell; leverage insights for predictive risk management and executive decision-making. - Develop a succession pipeline of next-generation CS leaders, demonstrating strong leadership bench strength. - Influence company-wide adoption of customer-first culture, with CS metrics integrated into executive dashboards and company-wide decision-making. Qualifications - 12+ years' experience in Go-To-Market leadership positions within technology or SaaS organizations, with at least 5 years in Customer Success - 5-7 years of experience managing managers, directors, and senior leaders - Proven experience leading teams who drive growth within existing accounts through new and expansion sales, exceptional retention rates and customer engagement and advocacy - Proven ability to develop strategies, translate them into initiatives and track successful delivery - Ability to communicate effectively across internal departments and external stakeholders - Results focused with ability to drive both activity and outcome metrics - Proven record of accomplishment working closely with Product, Services and Support teams - Strong empathy for customers AND passion for revenue and growth - Enthusiastic and creative leader with the ability to inspire others - Strong executive presence and business communication skills (multilingual is a plus) - Relevant Bachelor’s degree Company Description Varicent is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. If you require accommodation at any time during the recruitment process please email accomodations@varicent.com. Varicent is also committed to compliance with all fair employment practices regarding citizenship and immigration status. By applying for a position at Varicent and/or by using this portal, you declare and confirm that you have read and agree to our Job Applicant Privacy Notice and that the information provided by you as part of your application is true and complete and includes no misrepresentation or material omission of fact.

We are seeking an experienced Vice President of Operations to lead construction operations for a growing commercial construction organization. This executive-level role is responsible for overseeing project execution, operational performance, and field leadership while supporting the company’s continued growth and profitability. The VP of Operations will work closely with executive leadership to ensure projects are delivered safely, on schedule, and within budget while improving operational systems that support scalable growth. This role oversees project management teams, field operations, and construction processes across multiple active projects and regions. This position is well suited for a senior construction leader who has successfully managed large project portfolios, developed operational teams, and helped construction companies scale their revenue and backlog. Key Responsibilities Operational Leadership • Oversee daily construction operations including project management teams, field leadership, and operational workflows • Ensure projects are delivered on schedule, within budget, and according to contract requirements • Establish operational standards, processes, and systems that improve project execution and efficiency • Lead construction teams across multiple concurrent projects and job sites Project Performance • Monitor project budgets, schedules, and performance metrics across the company’s construction portfolio • Identify operational risks, cost issues, or scheduling challenges and implement corrective actions • Support project managers and superintendents in resolving complex construction challenges Team Leadership • Manage and mentor project managers, superintendents, and operations staff • Develop leadership pipelines within the construction management team • Recruit and build strong operational teams as the company continues to grow Strategic Planning • Collaborate with executive leadership on operational strategy, resource planning, and long-term growth initiatives • Support business development and preconstruction teams by aligning operational capacity with backlog growth • Help scale operational infrastructure as the organization expands into new markets or project types Financial Oversight • Review project financial performance including cost projections, profitability, and change order management • Partner with finance leadership to maintain strong project financial controls • Ensure operational decisions align with company profitability and revenue targets Safety & Compliance • Maintain strong safety standards and ensure compliance with OSHA and industry regulations • Promote a culture of jobsite safety, accountability, and operational discipline

• Coordinate and facilitate our new hire training program for Support Staff across multiple affiliation models. • Invite subject matter experts and guest speakers to participate and ensure they are prepared to present. • Design, update, and maintain training materials including handouts, presentations and online resources. • Collect data, assess learner progress, deliver feedback, and measure training effectiveness. • Maintain accurate records of training activities and outcomes. • Create executive summaries for senior leadership after each training cohort. • Create a community for each training cohort for ongoing peer support and networking encouraging engagement and participation. • Partner closely with Regional Administrative Managers for ongoing feedback of trainees. • Attend LPL firm-wide trainings and carefully review system updates to keep training information up-to- date.

Overview The Associate Vice President (AVP) of Data Analytics & Insights (DAI) advances the strategic goals of the Marketing and Admissions departments through data‑driven insights and operational leadership. This role transforms business priorities into actionable analytics strategies, enhances reporting and insight capabilities, and drives performance across marketing and admissions. The AVP also supports the VP of DAI in guiding the analytics team to deliver high‑quality analyses, dashboards, and tools that inform decision‑making and generate measurable results. Responsibilities - Partner with VP DAI and executive leadership to execute the strategic direction for data analytics and insights within Marketing and Admissions - Develop and operationalize data, analytics, and reporting plans that support marketing and admissions objectives - Collaborate with the VP DAI to manage the analytics team to ensure timely, accurate, and actionable deliverables - Oversee the collection, validation, analysis, and interpretation of data to inform business strategies - Apply advanced analytics techniques to identify trends, risks, and opportunities for optimization - Support performance optimization initiatives by delivering insights tied to key business metrics - Monitor and evaluate the effectiveness of marketing campaigns and admissions initiatives - Implement data-driven enhancements to improve conversion, efficiency, and performance outcomes - Develop and maintain dashboards, reporting tools, and KPI tracking mechanisms - Strengthen data governance, reporting accuracy, and analytics processes - Leverage automation and AI tools to improve data efficiency and reporting scalability - Collaborate cross-functionally with Marketing, Admissions, Finance, IT, and Operations to ensure alignment and effective execution - Promote a culture of data-informed decision-making and continuous improvement - Ensure consistent, high-quality communication of insights to both technical and non-technical stakeholders - Establish/maintain a high-performance team of professional, motivated and engaged staff utilizing effective training, performance management and career-development activities while leading them to achieve established business results and performance metrics - Recognizes and rewards employee contributions and achievements - Other duties as assigned Qualifications - Bachelor’s degree in Data Science, Computer Science, Information Technology, Business Analytics, or related field (required) - Master’s degree (preferred) - Minimum of eight (8) years of experience in analytics, data science, or consumer insights - Minimum of three (3) years of progressive leadership experience managing and developing teams - Knowledge base and experience should include, supporting marketing, admissions, enrollment, or revenue-driving functions - Advanced analytics experience including predictive modeling, segmentation, and statistical analysis - Strong understanding of business drivers including revenue, conversion, cost efficiency, and growth - Broad knowledge of CRM systems and marketing automation platforms - Familiarity with predictive modeling and machine learning applications - Strong project management and prioritization skills - Independently manage complex tasks and projects - Coach and mentor junior team members - Analyze problems, evaluate alternatives, and implement effective solutions - Present ideas in a compelling and structured format to diverse audiences - Demonstrate refined listening skills and emotional intelligence - Facilitate training sessions and cross-functional meetings - Drive consistent results in a fast-paced environment - Leverage enterprise-level tools and systems to streamline processes - Create new and better ways for the organization to succeed - Develop people to achieve their goals and support organizational success - Navigate complex policies, processes, and organizational dynamics with ease - Work independently, escalating complex or high-impact issues - Drive innovation to improve organizational success - Develop others to achieve individual and organizational goals - Navigate complex organizational dynamics with confidence - Perform effectively amid uncertainty and ambiguity - Able and willing to: - Communicate, think, learn, and reason - Use computers and computer systems (including hardware and software) to process transactions, store documents, enter data, or perform assigned tasks - Safely ambulate and/or maneuver when on-site at Company locations - Demonstrate and utilize active listening, inductive reasoning, information ordering and category flexibility - Ability to use good judgment, problem-solving and decision-making skills - Ability to maintain confidentiality and manage sensitive information with discretion - Ability to work in a fast-paced environment where deadlines are essential and multiple projects are worked simultaneously - Ability to gain, understand and apply information and data as it relates essential functions of the position - Ability to foster long-term relationships with stakeholders - Ability to execute analytics strategies aligned with executive direction and business priorities - Ability to influence cross-functional partners through data and insights - Ability to translate complex datasets into clear executive-level reporting - Work is performed indoors in a climate-controlled environment when on site at assigned company location. Employees must be able to safely ambulate when on company premises. - This position is designated as Remote. Employees must meet minimum technical standards for eligibility and participation. - No travel required