Vice President of Account Management

Join to apply for the Vice President of Account Management role at ZycusJoin to apply for the Vice President of Account Management role at ZycusThe Vice President of Account Management and Customer Success is a senior leadership position responsible for driving customer retention, expansion, and advocacy throughout our North American customer base. This individual oversees both the Customer Success Management (CSM) and Customer Account Management (CAM) teams, ensuring that every customer realizes tangible value from Zycus solutions, renews successfully, and increases their engagement over time.The VP is directly accountable for three pivotal drivers of post-sale growth: managing the renewal performance, owning the expansion performance against a quota, and leading the customer advocacy program. With deep expertise in enterprise SaaS, this leader strikes a balance between commercial acumen and a strong, customer-centric approach—championing satisfaction, loyalty, and long-term partnership.Objectives (what you'll accomplish):Own the weekly renewal and expansion sales forecast process, ensuring CRM hygiene, forecast accuracy, pipeline growth, and deal inspection/qualification rigor.Deliver on GRR, NRR, NPS, and Advocacy targets for the North America customer baseOwn and scale the Advocacy program: Manage a customer 360 initiative that will identify, engage, and amplify Promoters through testimonials, references, speaking events, and case studiesDrive customer engagement through repeatable Success Plans, with tracked value KPIs, executive alignment, and EBR touch points.Lead the CSM team in building trusted relationships, driving product adoption, and identifying whitespace opportunities (CSQLs)Leverage data and customer health scoring to proactively manage risk and opportunityDrive account segmentation strategies, incorporating AI and Tech Touch techniques to optimize for efficiencyCollaborate with Sales, Product, Marketing, and Services to drive product improvement and efficiencyPartner closely with Implementation and Support teams to ensure seamless post-sale handoffs and accountability for customer outcomes throughout the customer journeyKey KPIsNet Revenue Retention (NRR)Gross Retention Rate (GRR)Advocacy PerformanceNet Promoter Score (NPS)Cross-sell / Upsell RevenueCore Competencies (what you need to know, or potentially quickly learn):Retention Strategy: Skilled at owning, assessing risk, and improving GRR performanceEnterprise Expansion Sales: Proven success selling into large enterprise accounts with complex buying centersPipeline & Forecast Mastery: Deep understanding of pipeline generation, MEDDPICC qualification, forecasting processes, and deal executionCustomer Advocacy: Ability to design and scale programs that develop and leverage customer promotersTeam Leadership: Experience managing and growing both Success and Sales functions with a strong coaching cultureValue Realization: Comfortable driving value discussions with senior stakeholders and aligning outcomes to business KPIsCustomer Health Insight: Able to implement and act on health scoring models to drive retention and growth actionsCross-functional Collaboration and Executive Influence: Able to advocate for the customer internally, shaping roadmap, messaging, and operational prioritiesExperience & QualificationsRequired:10+ years in B2B SaaS post-sales leadership (Customer Success, Account Management, or Expansion Sales)Enterprise expansion sales experience with a history of achieving or exceeding quotaExperience leading SaaS renewals and advocacy motionsFamiliarity with forecasting frameworks and MEDDPICC or similar qualification methodsStrong data driven operational mindset and experience managing KPIs and forecastsIdeal:Built or scaled a CS or CAM function from early stage to maturityHands-on experience with Salesforce, Clari, ChurnZero (or Gainsight), and customer analytics tools to manage a performance culture based on measurable KPI performanceNice-to-have:Background in procurement or Source-to-Pay (S2P) domainExperience working with both onshore and offshore team modelsWhat We OfferA highly visible, high-impact role directly shaping customer lifetime valueExecutive-level responsibility for retention, expansion, and advocacy across the company’s most strategic customersA seat at the leadership table with influence across Sales, Product, and Marketing strategyCompetitive compensation package including variable tied to measurable outcomesThe opportunity to build a world-class, outcome-driven Customer Success & Account Management organizationA collaborative, customer-centric, and innovative culture.Seniority levelSeniority levelExecutiveEmployment typeEmployment typeFull-timeJob functionJob functionSales and Business DevelopmentIndustriesSoftware DevelopmentReferrals increase your chances of interviewing at Zycus by 2xSign in to set job alerts for “Vice President of Account Management” roles.Vice President, Commerical Sales - Retail/CPGAtlanta, GA $135,000.00-$175,000.00 1 month agoCTI Regional Account Executive (Cyber Threat Intel) - (US Remote)We’re unlocking community knowledge in a new way. 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