Vice President, Customer Success

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About the Opportunity

The company believes that technology isn't about moving faster, it's about making life’s moments better. This is why the organization has built the world's first, and only, open and hardware-independent service delivery platform for smart homes, small businesses, enterprises, and beyond. The SaaS platform uses WiFi, advanced AI, and machine learning to create the future of connected spaces—and human experiences—at massive scale.

The organization now delivers services to over 60 million locations globally and has managed over 3 billion devices on its platform. It is expanding rapidly, pioneering a new category, and achieved its Series F funding in just four years. Customers include many of the world's largest Internet Service Providers (ISPs) who look to the company to help them evolve their smart home offerings while gleaning insights from their own data.

With a bias for action and a love for being trailblazers, the team embodies a combination of relentless curiosity and imaginative innovation. The team challenges itself to think in ways that other companies don't, works to do what should be done (rather than what can), and if it can’t be done exceptionally well, it is not done. This is how a team of world-class builders, thinkers, and doers has been assembled. And this is how the organization is reinventing what’s possible every day.

Role Overview

The Vice President of Customer Success – Americas (North and South America) is responsible for driving customer value, retention, and expansion across the organization’s service provider and enterprise customers throughout North and South America. This leader will own the post-sale customer lifecycle, ensuring successful deployment, adoption, and growth of the organization’s cloud-delivered services.

This role is both strategic and operational—leading regional customer success teams, shaping customer experience strategy, and partnering cross-functionally with Sales, Product, and Support to maximize customer outcomes and revenue growth.

Key Responsibilities

Customer Outcomes & Growth

• Own customer retention, expansion, and value realization across the Americas region
• Drive adoption of the organization’s services
• Develop and execute account strategies to increase customer lifetime value
• Establish executive relationships with key customers and stakeholders

Regional Leadership

• Build, lead, and scale a high-performing Customer Success organization across North and South America
• Coach and develop regional leaders, CSMs, and technical account teams
• Align regional execution with global customer success strategy

Customer Lifecycle Management

• Oversee onboarding, implementation, adoption, and ongoing success programs
• Ensure customers realize measurable business outcomes from the organization’s platform
• Develop standardized playbooks, success metrics, and health scoring models and Quarterly business reviews internally and externally

Cross-Functional Collaboration

• Partner closely with Sales on renewals, upsells, and account planning
• Work with Product and Engineering to advocate for customer needs and influence roadmap
• Collaborate with Support and Operations to ensure world-class service delivery

Data & Performance Management

• Define and track KPIs including retention, NRR, churn, adoption, and customer satisfaction (NPS/CSAT)
• Leverage data and insights to proactively identify risks and growth opportunities
• Report regional performance to executive leadership

Qualifications

Experience

• 12–15+ years in Customer Success, Account Management, or related leadership roles
• Proven experience leading regional or global teams in SaaS, cloud, or telecom environments
• Strong background working with service providers (ISPs, MSOs, telcos) preferred
• Demonstrated success driving retention and expansion in complex, enterprise accounts

Leadership & Skills

• Exceptional executive presence and customer-facing communication skills
• Strong commercial acumen with a track record of owning revenue outcomes
• Experience scaling teams across multiple countries and cultures
• Data-driven mindset with the ability to operationalize insights

Technical & Industry Knowledge

• Familiarity with networking, WiFi, and/or cloud-delivered services is highly desirable
• Understanding of subscription business models and platform adoption dynamics

Location

• United States (preferred)
• Willingness to travel domestically and internationally (~20–30%)

Why This Role

• Opportunity to shape customer success strategy at a category-defining AI networking company
• Direct impact on global growth and customer experience
• Work with leading service providers transforming connectivity and smart environments

Total Compensation package would include: anticipated base compensation range of $225,000 - $240,000 + commission + bonus + equity + benefits. Benefits include: a 401k plan and a company match, basic life insurance plus unparalleled health, dental, vision and other benefits and perks.

An employee’s base salary and its position within the range may depend on a number of factors including job related knowledge, education, skills, experience and other business related considerations. Published ranges are provided in good faith at the time of posting.

About the Organization

The organization is the creator of the only open, hardware-independent, cloud-controlled experience platform for ISPs and their subscribers. It partners with over 400 ISP customers, including some of the world’s largest such as Comcast, Charter, Liberty Global, and J:COM.

Using OpenSync, the most widely supported open-source, silicon-to-cloud framework for smart spaces, the organization’s software-defined network allows ISPs to decouple their service offerings from hardware and rapidly curate and deliver new services over a multi-vendor, open-platform architecture.

The organization is an equal opportunity workplace that maintains a continuing policy of nondiscrimination in all employment practices and decisions, ensuring equal employment opportunities for all qualified individuals without regard to race, color, creed, religion, sex, national origin, age, physical or mental disability, sexual orientation, gender identity, marital status, pregnancy, childbirth or related individual conditions, medical conditions (as defined by state law), military or veteran status, or any other characteristic protected by federal, state or local law.