VP, Customer Success

Job description

At Reltio®, an SAP Company, we believe data should fuel your success in the enterprise AI era. Our Context Intelligence Platform turns fragmented data into a trusted, connected context so AI agents and systems can act with expert-level judgement at enterprise scale. Reltio’s cloud-native SaaS platform harmonizes, unifies, and governs data across sources and formats—including unstructured data—in real time, turning them into data assets that can be mobilized in milliseconds to any application, user, or AI agent. Trusted by more than 200 of the world’s largest brands across industries such as life sciences, financial services, healthcare, and technology, we fuel frictionless operations and help enterprises accelerate innovation and reduce risk. At Reltio, our values guide everything we do. With an unyielding commitment to prioritizing our “Customer First”, we strive to ensure their success. We embrace our differences and are “Better Together” as One Reltio. We are always looking to “Simplify and Share” our knowledge when we collaborate to remove obstacles for each other. We hold ourselves accountable for our actions and outcomes and strive for excellence. We “Own It”. Every day, we innovate and evolve, so that today is “Always Better Than Yesterday”. If you share and embody these values, we invite you to join our team at Reltio and contribute to our mission of excellence. Reltio has earned numerous awards and industry and analyst recognition for our technology, our culture and our people. Reltio was founded on a distributed workforce and offers flexible work arrangements to help our people manage their personal and professional lives. If you’re ready to work on unrivaled technology where your desire to be part of a collaborative team is met with a laser-focused mission to enable digital transformation with connected data, let’s talk! **Job Summary:** The Vice President of Customer Success is responsible for ensuring Reltio customers achieve measurable business outcomes from their investment in Reltio’s cloud-native Context Intelligence AI ready data foundation. This leader will drive value realization and customer adoption of trusted, governed, and connected data as a foundation for operational systems, analytics, and AI. Reltio’s customers are large, complex enterprises undergoing data transformation initiatives across domains such as Customer, Product, Supplier, and multi-domain data unification. Success in this role requires a deep understanding of enterprise data ecosystems, governance maturity, and cross-functional business value realization. The VP of Customer Success will build and scale a global organization that ensures customers not only deploy Reltio successfully, but operationalize it as a mission-critical data platform—driving improved data quality, reduced operational friction, faster time to insight, and enablement of AI-driven use cases. This role owns Gross Revenue Retention (GRR), customer adoption, expansion, and advocacy, and serves as the executive voice of the customer across Product, Engineering, and Go-To-Market teams. **Job Duties and Responsibilities:** - Lead a world-class Customer Success organization capable of supporting Reltio’s growth ambitions which include increased renewal rates and reduced churn - Accelerate the expansion of our footprint within accounts through cross-sell and upsell - Improve overall lifetime value through higher product adoption, customer satisfaction and overall health scores - Accelerate new business growth through greater advocacy and customer reference-ability - Define and operationalize a value realization framework tied to measurable customer outcomes - Ensure customers successfully adopt Reltio as a system of record as the foundation for AI driven functions across enterprise data ecosystems - Define the right structure and account alignment to enable CSMs to be subject matter expertise in support of customers’ business outcomes - Define and operationalize a value realization framework tied to measurable customer outcomes - Successfully hire and scale a world-class, global team - Create a robust process for onboarding and ramping new team members - Build a culture of continuous learning and development both around best practices as well as build business knowledge to help drive value for customers - Align the company on a shared view of an ideal customer, including driving a segmentation of our customer base on key dimensions (e.g., business outcomes, industry, scale) - Map customer journey from pre-sales to implementation to go live and value realizations - Identify critical listening points across the journey and key metrics to measure impact - Develop clear, repeatable playbooks to drive impact at each step in the journey - Implement systems and processes to drive continuous improvement at each step of the journey - Create right processes and metrics to ensure CSMs are driving right account-level activities - Participate in an executive council of key customers and prospects to help shape and guide product and service improvements - Define and drive strategy around Customer Councils focused on specific industry or use case topics to drive engagement and thought leadership - Work with Marketing to create and deliver high-engagement customer conference (virtual, in-person, hybrid) to foster engagement within the customer base and drive thought leadership with prospects - Other duties and responsibilities as assigned. **Skills You Must Have:** - Relevant Bachelor’s degree; preference for computer science or related degrees - A proven track record with 15+ years of experience in highly regulated environments including Life Sciences, Healthcare and Financial Services. - Experience with Software-as-a-Service (SaaS)/Platform-as-a-Service (PaaS) and Infrastructure-as-as-Service (IaaS) - Ability to manage influence through persuasion, negotiation, and consensus-building - Ideally combined background of post-sale and sales experience - Strong empathy for customers AND passion for revenue and growth - Deep understanding of value drivers in recurring revenue business models - Analytical and process-oriented mindset - Demonstrated desire for continuous learning and improvement - An enthusiastic and creative leader with the ability to inspire others - Excellent communication and presentation skills - Be sure to include any MDM, Cloud, Enterprise, SaaS experience. At Reltio, we carefully consider a wide range of compensation factors to determine your personal top of market. We rely on market indicators to determine compensation and your specific job family, background, skills, and experience to get it right. These considerations can cause your compensation to vary and will also be dependent on your location. Overall Market Range $245,000—$300,000 USD > *Reltio is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Reltio is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.*