# VP of Customer Success & Adoption

**Company**: Forward Networks
**Location**: Santa Clara
**Experience**: executive
**Job type**: full-time
**Salary**: $360,000-$380,000 per year
**Category**: Operations
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/forwardnetworks/jobs/7772688003?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_8abfafd7-f9f

## Description

Forward Networks is transforming how complex networks are managed and secured. We're looking for an experienced VP of Customer Success to architect Forward's customer success function, driving adoption and growing revenue inside existing accounts.

The successful candidate will own the post-sale customer journey end-to-end, including onboarding, adoption, retention, and expansion, and the associated metrics. They will be personally involved with key accounts, working collaboratively with peer leaders to architect the function across customer segments.

Key responsibilities:

- Own adoption and time-to-value, building the onboarding and adoption motion

- Drive net revenue retention, identifying expansion opportunities and running renewals proactively

- Build CS playbooks, defining the customer journey and health scoring

- Evaluate and evolve CS tools, platforms, and analytics

- Engage with key accounts as a trusted advisor

- Reduce churn and de-risk renewals

- Close the product feedback loop with Product and Engineering

- Partner cross-functionally with Sales, Product, and Marketing

- Build and lead a customer success team

Requirements:

- 12+ years in customer success, with 6+ years in leadership

- Proven experience building or scaling a CS function

- Track record of driving adoption and expansion

- Strong commercial instincts and coaching mentality

- Data fluency and comfort with ambiguity

- Excellent communication skills

Nice to have:

- Experience in Networking or Security tools

- Familiarity with CS platforms and tooling

- Background blending customer success with account management or sales

The expected On-Target Cash Earnings for this role is between $360,000-$380,000 per year.

## Skills

### Required
- customer success
- leadership
- adoption
- revenue retention
- data fluency
- communication

### Nice to have
- Networking
- Security tools
- CS platforms
- account management

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/forwardnetworks/jobs/7772688003?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)