Job Description

About Us

At Qmatic, our purpose is clear: a world where everyone can access the services they need.

For more than 40 years, we have shaped how people connect with essential services—reducing friction, simplifying journeys, and enabling organizations across retail, finance, healthcare, and the public sector to deliver world-class customer experiences.

Today, Qmatic operates as a truly international company, serving customers and partners across Europe, North America, and global markets. Our solutions power service journeys for leading enterprises and public organizations worldwide.

The Role

The VP of Customer Success is responsible for leading the post-sale customer lifecycle and leading a high-performing, scalable organization that delivers consistent customer outcomes. This executive owns Customer Success, Professional Services, Technical Account Management, Procurement, and Customer Support, ensuring customers are successfully implemented, adopted, supported, retained, and positioned for long-term growth.

This role serves as the executive leader for customer delivery and lifecycle management, partnering closely with Sales, Product, Finance, and Revenue Operations to create an exceptional customer experience while improving retention, expansion, services performance, and operational consistency.

The VP of Customer Success will establish measurable performance standards and drive predictable customer outcomes across the business.

Key Responsibilities

Executive Leadership

• Lead and develop the overall Customer Success organization, including Customer Success, Professional Services, Procurement, Technical Account Management, and Customer Support.
• Establish a clear operating model across the customer lifecycle, with defined handoffs, ownership, service levels, and success metrics.
• Build a scalable organization with strong leadership, role clarity, talent development, and performance accountability.
• Serve as a key member of the leadership team, contributing to company strategy, growth planning, and cross-functional execution.

Customer Lifecycle Ownership

• Own the post-sale customer journey from contract handoff through implementation, go-live, adoption, value realization, renewal, and expansion support.
• Ensure customers have a consistent experience across all delivery and support touchpoints.

• Create a process for identifying risk, driving intervention plans, and improving retention and customer health.

Professional Services

• Lead implementation and onboarding strategy to ensure projects are delivered on time, on budget, and with high customer satisfaction.
• Standardize implementation methodologies, project governance, documentation, and resource planning. Improve services quality, utilization, gross margin, and repeatability while preserving strong customer outcomes.
• Partner with Sales and Solution Architect teams to improve transition quality from presale to delivery and reduce implementation risk.

Technical Account Management

• Oversee the Technical Account Management function as a strategic bridge between technical delivery, adoption, optimization, and customer advocacy.
• Ensure customers receive proactive technical guidance, issue prevention, and best-practice recommendations.
• Partner with Product, Engineering, and Support to escalate, prioritize, and resolve strategic customer issues.
• Use TAM insights to identify product gaps, adoption barriers, and upsell or expansion opportunities.

Customer Support

• Own the customer support strategy, including service model, case management, escalation processes, responsiveness, and quality standards.
• Establish and manage support KPIs such as response times, resolution times, customer satisfaction, and escalation trends.
• Improve the support experience through process optimization, knowledge management, tooling, and root-cause analysis.
• Ensure the support function is both reactive when needed and increasingly proactive in preventing recurring issues.

Retention, Renewals, and Expansion Support

• Partner with Sales on renewal strategy and account growth, ensuring strong adoption, executive relationships, and measurable realized value.
• Build the processes, health scoring, customer reviews, and forecasting needed to improve gross and net retention.
• Identify churn risks early and lead save plans for at-risk customers.
• Support expansion by ensuring customers are referenceable, successful, and ready for broader adoption of solutions and services.

Cross-Functional Alignment

• Partner with Sales to ensure strong post-sale transitions, accurate expectation setting, and alignment on account strategy.
• Partner with Product to communicate customer needs, product gaps, support trends, and strategic feedback.
• Partner with Revenue Operations and Finance to improve forecasting, reporting, capacity planning, and lifecycle efficiency.
• Collaborate with Marketing and executive leadership on customer advocacy, references, case studies, and voice-of-customer programs.

Metrics and Operational Excellence

• Define and manage a KPI framework for the full post-sale organization, including onboarding performance, adoption, customer health, support quality, retention, expansion readiness, and services profitability.
• Build dashboards, business reviews, and operating cadences that provide visibility into team performance and customer outcomes.
• Drive process discipline, standardization, and continuous improvement across all post-sale functions. Use data to inform decisions on staffing, coverage, prioritization, and investment.

Qualifications:

• 10+ years of leadership experience in Customer Success, Professional Services, Support, Technical Account Management, or related post-sale functions.
• 5+ years in a senior leadership role with responsibility for multiple customer-facing teams.
• Proven success leading a complex B2B post-sale organization in a growth-oriented environment.
• Strong experience building scalable customer success and service delivery models.
• Demonstrated track record improving retention, customer satisfaction, service quality, and operational performance.
• Experience partnering cross-functionally with Sales, Product, Finance, and Operations.
• Strong executive presence with the ability to engage customers, coach leaders, and influence company strategy.
• Strong analytical, operational, and organizational leadership skills.
• Experience with CRM, project management, support, and customer success platforms preferred.
  

Preferred Experience

• Experience in a solution-based, services-enabled, or technology-enabled business.
• Experience managing both recurring customer success motions and project-based delivery teams.
• Experience leading organizations through scale, transformation, or operating model change.

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