Vice President, Customer Success - United States - Remote

Description

Gigamon, recently certified as a Great Place to Work, helps the world’s leading organizations run fast, stay secure and innovate. Gigamon offers a deep observability pipeline that efficiently deliveres network-derived intelligence and insights to cloud, security, and observability tools. This eliminates security blind spots, optimizes network traffic, and reduces tool costs, enabling customers to better secure and manage hybrid cloud infrastructure. Gigamon has been awarded over 150 technology patents and enjoys world-class customer satisfaction with over 4,000 organizations, including over 80 percent of the Fortune 100 and hundreds of governments and educational organizations worldwide. The VP, Customer Success, will build upon Gigamon’s customer success charter to accelerate onboarding, adoption, and retention across our global customer base. Reporting to the Chief Revenue Officer, this role will develop and implement frameworks to optimize customer outcomes, ensure a value-driven engagement model, and scale customer success operations globally. This leader will foster deep partnerships with internal stakeholders to ensure seamless alignment with sales, product, customer support and technical teams.

What You'll Do

• Leadership Impact : Develop and execute strategies to improve the complete customer lifecycle, including customer onboarding, adoption, and satisfaction, optimizing Time-to-Value (TTV). Implement scalable customer success processes as appropriate based upon customer segmentation and strategic accounts. Review and adjust all customer success processes : onboarding, training, management, advocacy, upsell / cross-sell, and supporting renewals. Lead customer success teams to improve NRR growth, retention, and overall account health metrics. Collaborate with technical sales, operations, support and engineering teams to ensure seamless implementation and value realization for clients.
• Strategic Impact : Build a customer lifecycle success roadmap emphasizing value-driven use cases and customer outcomes, resulting improved customer health scores and increased expansion and retention results. Act as a champion for customers, ensuring their feedback informs product development, support, and service improvements. Build strong relationships with key accounts, fostering trust and ensuring long-term partnerships.
• Metrics : Lead measurable improvements in customer retention (GRR, NRR), TTV, and customer satisfaction. Monitor and improve customer onboarding completion rates and expansion success.
• Cross-Functional Collaboration : Align customer success efforts with sales, customer support, product management, marketing, and partnerships to ensure consistency and strategic alignment.

What you’ve done :

Who you are :

We are committed to a diverse, equitable, and inclusive Gigamon. As an equal opportunity employer, all applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability, veteran status, or any other protected characteristic under applicable federal, state, and / or local law.

Gigamon fosters a business culture dedicated to equitable hiring. If your experience and skills closely match our job description but may not necessarily fulfill all requirements, please still apply. Gigamon is on a continued mission to grow and scale an innovative organization. We believe this is best achieved by hiring, celebrating, and respecting people with diverse backgrounds, skills, perspectives, and experiences.

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