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# SVP, Customer Success with a B2B SaaS Firm – Salt Lake City, UT


Role Overview for SVP, Customer Success with a B2B SaaS Firm – Salt Lake City, UT
JRG Partners is proud to represent a premier, high-growth B2B SaaS company, a recognized leader in its industry, located in the vibrant tech hub of Salt Lake City, Utah—the heart of Silicon Slopes. Our client is built on a foundation of innovation, integrity, and a relentless obsession with customer outcomes. They are seeking a transformative, strategic, and empathetic leader to join their executive team as the Senior Vice President (SVP) of Customer Success.
This is a critical executive leadership role, reporting directly to the Chief Executive Officer (CEO), that will shape the future of the company’s relationship with its global customer base. The SVP of Customer Success will be the chief advocate for the customer within the organization, responsible for the strategy, execution, and outcomes of the entire post-sales customer lifecycle. This includes customer onboarding, adoption, support, advocacy, and renewals. The ultimate goal is to ensure that every customer realizes maximum value from our client’s platform, leading to exceptional retention, expansion, and loyalty.
As the SVP, you will be more than a functional leader; you will be a strategic partner to the CEO and the entire C-suite. You will be tasked with building and scaling a world-class, global Customer Success organization that can support the company’s ambitious growth trajectory. This involves architecting scalable processes, leveraging cutting-edge technology, and fostering a culture where every team member is dedicated to making customers successful. Your leadership will directly impact the company’s most important financial metrics, including Net Revenue Retention (NRR) and Customer Lifetime Value (LTV), making this one of the most visible and impactful roles within the organization. You will be the architect of an engine that not only retains customers but transforms them into passionate advocates for the brand.
Key Responsibilities of SVP, Customer Success with a B2B SaaS Firm – Salt Lake City, UT
The SVP of Customer Success will have a broad and strategic mandate. Key responsibilities are outlined below:
Strategic Vision and Executive Leadership

Develop and execute a comprehensive global customer success strategy that aligns with the company’s mission and financial objectives. Articulate a clear vision for the customer journey and rally the organization around it.
Serve as a key member of the executive leadership team, contributing to overall company strategy, planning, and execution. Provide the ‘voice of the customer’ at the executive level to ensure customer-centricity is embedded in all company decisions.
Define, track, and report on key performance indicators (KPIs) for the Customer Success organization, including Gross Revenue Retention (GRR), Net Revenue Retention (NRR), customer churn, adoption rates, customer health scores, and Net Promoter Score (NPS).

Team Building and Scalable Leadership

Lead, mentor, and scale a high-performing, global team encompassing Customer Success Management, Professional Services, Implementation, and Technical Support.
Foster a culture of high performance, accountability, collaboration, and deep customer empathy. Attract, hire, and retain top-tier talent, building a diverse and inclusive organization.
Implement robust career pathing, training, and professional development programs to ensure the team is equipped to deliver exceptional value and grow professionally within the organization.

Operational Excellence and Process Optimization

Architect and continuously refine the end-to-end customer journey, creating a seamless and high-value experience from initial onboarding to renewal and advocacy.
Design and implement scalable processes, playbooks, and best practices for all customer-facing functions. Ensure these processes are efficient, repeatable, and adaptable to a growing and evolving customer base.
Champion the use of technology and data to create a proactive, predictive, and efficient Customer Success motion. Oversee the CS technology stack, including platforms like Gainsight or ChurnZero, CRM systems like Salesforce, and various business intelligence tools.

Revenue Retention and Growth

Take full ownership of the company’s gross and net revenue retention targets. You will be the executive owner of all post-sales activities and key performance indicators, with a primary focus on maximizing net revenue retention (NRR) and customer lifetime value (LTV).
Develop and implement sophisticated strategies to proactively identify and mitigate churn risk. Create data-driven early warning systems and orchestrate targeted interventions for at-risk accounts.
Partner closely with the Chief Revenue Officer (CRO) and the sales organization to identify and capitalize on expansion opportunities, including upsells and cross-sells, within the existing customer base.

Customer Advocacy and Voice of the Customer

Build and scale a powerful customer advocacy program that generates a steady stream of case studies, testimonials, referrals, and public reviews, turning your happiest customers into a marketing force.
Establish and manage a robust ‘Voice of the Customer’ (VoC) program. Systematically gather, analyze, and disseminate customer feedback to the Product, Engineering, Marketing, and Sales teams to influence the product roadmap and go-to-market strategy.
Personally engage with executive-level stakeholders at key customer accounts to build strong, lasting strategic partnerships and ensure alignment on business outcomes.

Requirements for the SVP, Customer Success with a B2B SaaS Firm – Salt Lake City, UT
Leadership Experience

A minimum of 15+ years of progressive experience in customer-facing roles such as Customer Success, Professional Services, or Account Management, exclusively within B2B software or SaaS companies.
At least 8-10 years in a senior leadership capacity (VP, SVP, or CCO), with a proven track record of managing large, multi-layered, and geographically distributed teams of 50 or more individuals.
Demonstrable experience scaling a Customer Success organization through periods of rapid growth, ideally helping a company navigate from ~$50M to $200M+ in Annual Recurring Revenue (ARR).

Strategic and Commercial Acumen

A history of owning and significantly improving key SaaS financial metrics, particularly Net Revenue Retention (NRR) and Gross Revenue Retention (GRR). You must be able to speak fluently about the strategies you’ve employed to drive these numbers.
Strong financial literacy and experience managing a departmental P&L, including forecasting, budgeting, and resource allocation.
A deep, nuanced understanding of the value drivers in recurring revenue business models and the levers that influence customer lifetime value.

Operational Expertise

Proven ability to architect, implement, and optimize scalable, technology-enabled processes across the entire customer lifecycle. Experience with segmentation, digital-led CS motions, and high-touch enterprise models is essential.
Hands-on expertise with modern Customer Success platforms (e.g., Gainsight, ChurnZero, Catalyst), CRM systems (Salesforce is a must), and business intelligence/analytics tools (e.g., Tableau, Looker).

Personal Attributes

Exceptional executive presence, with polished communication and presentation skills capable of commanding a room of customers, board members, or internal teams.
A highly analytical and data-driven decision-maker who complements quantitative insights with a deep sense of customer empathy and qualitative understanding.
An inspirational and servant-leader who can motivate teams, build consensus, and foster a positive, high-energy, and inclusive culture.
A true strategic thinker who can envision the future state of the customer experience while also possessing the operational rigor to execute on that vision flawlessly.

Education and Location

A Bachelor’s degree in Business, Marketing, Technology, or a related field is required. An MBA or other advanced degree is highly preferred.
This role is based at the company’s headquarters. Candidates must be currently located in or willing to relocate to the greater Salt Lake City, UT area to be a key, visible leader in the office.

Benefits & Perks Offered
Executive Compensation
A highly competitive base salary, a significant performance-based annual bonus, and a substantial equity package commensurate with an executive-level role.
Comprehensive Health & Wellness
Premium medical, dental, and vision insurance plans for you and your dependents, a monthly wellness stipend, and access to a comprehensive Employee Assistance Program (EAP).
Retirement Planning
A robust 401(k) plan with a generous company match to help you plan for your future.
Generous Time Off
A flexible and generous Paid Time Off (PTO) policy, supplemented by numerous company-paid holidays, to ensure a healthy work-life balance.
Family Support
Comprehensive and inclusive paid parental leave for all new parents.
Professional Growth
A significant annual budget for professional development, including conferences, executive coaching, certifications, and continued education.
Work Environment
A modern, collaborative office space in a prime Salt Lake City location, equipped with the latest technology and amenities. We offer a hybrid work model that blends the benefits of in-person collaboration with the flexibility of remote work.
Relocation Support
A comprehensive relocation assistance package is available for the ideal candidate and their family.
How to Apply
JRG Partners is the exclusive search firm retained for this confidential and critical leadership recruitment. We are seeking a transformative leader who is passionate about building world-class customer experiences and driving sustainable growth. If your background and aspirations align with this unique opportunity, we want to hear from you.
If you are a proven leader in the B2B SaaS space and are interested in exploring executive sales and marketing opportunities, we strongly encourage you to apply. Please submit your resume along with a cover letter detailing your specific experience in scaling B2B SaaS customer success organizations and your philosophy on building customer loyalty.
Our client is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics.