• The Vice President of Customer Success is the executive leader responsible for building and scaling Lone Wolf Technologies customer value, retention, and growth engine. • This role is responsible for transforming the Customer Success organization into a segmented, operationally rigorous, and AI-enabled function that drives customer adoption, supports renewals, improves retention, and delivers a consistent and scalable customer experience across the portfolio. • This leader will redesign the Customer Success operating model to include dedicated Customer Success Managers (CSMs), pooled CSM engagement models, and AI-powered digital coverage for long-tail customers. • The Vice President of Customer Success will also lead the implementation and operationalization of a Customer Success platform, establish lifecycle management plays, and strengthen cross-functional alignment across the post-sale customer journey. • The ideal candidate is both a strategic executive and a hands-on operational leader with demonstrated success building scalable Customer Success organizations within complex SaaS environments.

• The Vice President of Customer Success is responsible for building and scaling customer value, retention, and growth engine. • Transform the Customer Success organization into a segmented, operationally rigorous, and AI-enabled function. • Redesign the Customer Success operating model to include dedicated Customer Success Managers (CSMs) and pooled CSM engagement models. • Lead the implementation and operationalization of a Customer Success platform and establish lifecycle management plays.

• Build and maintain strong relationships with key customer contacts, implementation teams, partner implementers, and internal stakeholders to ensure continuity and progress on large-scale service engagements. • Partner closely with customers to drive engagement, retention, and expansion. Conduct regular Business Reviews with key accounts to assess progress, understand evolving needs, and align on growth strategies. • Proactively monitor customer usage trends to identify potential risks, uncover new opportunities for growth, and recommend strategies for increased adoption. • Act as a trusted advisor to customers, adopting a customer-first mindset to understand their business needs and advocate for their success. • Provide expertise to assess client needs and identify valuable solutions that our product can deliver. • Set clear, transparent goals to meet client requirements, working closely with internal teams to ensure goal alignment and successful delivery. • Maintain consistent and transparent communication with customers and internal stakeholders, representing the customer’s voice across teams. • Be passionate about data and insights, using data to drive meaningful change and demonstrate measurable impact. • Conduct L1 product demos, review new features and functionalities, and advise customers on technical setups and configurations to enhance their product experience. • Guide feature adoption, facilitate onboarding, and manage change effectively, providing proactive support for key functionalities. • Partner with AEs to identify and qualify upsell opportunities, generating internal referrals and contributing to pipeline growth.

• Drive measurable improvements in customer retention by operationalizing value realization, adoption, proactive account management, and risk mitigation across the entire customer portfolio • Continue to drive the team towards a proactive, lifecycle-driven engagement model - focused on driving customer outcomes; establishing clear operating cadences, resourcing/org design, health scoring, and playbooks that scale with the business • Recruit, coach, and develop a team of CSMs and managers with a high bar for accountability, intellectual curiosity, and customer obsession - across all customer segments / products • Build AI-augmented workflows across the CS motion - from health scoring and predictive analytics to customer communication and just-in-time enablement • Partner across onboarding, support, product, and sales to deliver a seamless, consistent post-sale experience • Serve as the voice of the customer to Product, Engineering, and Marketing - translating feedback into actionable insights that shape the roadmap and GTM strategy