At a Glance
- Tasks: Lead global Customer Success strategy and drive measurable outcomes for customer retention and satisfaction.
- Company: Join RMS, a rapidly growing SaaS company transforming the hospitality industry worldwide.
- Benefits: Full-time role with opportunities for career growth and a hybrid work environment.
- Other info: Collaborative culture focused on direct communication and results.
- Why this job: Make a global impact by shaping how RMS delivers value to thousands of businesses.
- Qualifications: Proven experience in leading Customer Success teams in a SaaS environment.
At RMS, our people create innovative solutions that empower the hospitality industry across the globe. As a rapidly growing SaaS company, we have developed a robust and fully integrated property management system with a comprehensive suite of native features, trusted by businesses in over 70 countries.
Every team member at RMS Cloud plays a key role in shaping the future of our platform and our business. Together, we are driving innovation and making a real impact on the global hospitality landscape.
Your Impact
We are looking for a Vice President of Customer Success who is as passionate about people as they are about performance. Someone who leads with clarity, communicates with impact, and delivers meaningful results. You will own customer retention, satisfaction, and lifetime value globally. You will design the frameworks, rhythms, and leadership structure that make our CS function world class, while coaching a team that is motivated, commercially sharp, and relentlessly customer focused. You will be both a visionary and a hands-on leader who builds scalable systems and drives real outcomes.
What you’ll be doing
- Execute the global Customer Success strategy, translating vision into measurable results that drive customer retention and business growth.
- Build and scale a tiered CSM model (Enterprise, Core, and Tech Touch) to deliver differentiated support and ensure scalability as we grow globally.
- Lead and develop a high-performing, globally distributed team, uplifting capability through coaching, mentorship, and a clear operating rhythm.
- Create and embed frameworks for account planning, QBRs, and customer engagement to drive consistency and excellence in delivery.
- Partner cross-functionally with Product, Sales, Marketing, and Support to ensure the customer voice informs decisions and shapes our roadmap.
- Act as executive sponsor for key strategic accounts, driving advocacy, renewals, and long-term partnerships.
- Deliver measurable improvements in customer retention, satisfaction, product adoption, and expansion revenue.
What you’ll bring
- Proven experience leading and scaling Customer Success teams across global or regional markets in a SaaS or subscription-based environment.
- Strong background supporting a high volume of customers and driving success within fast-moving, growth-focused businesses.
- Deep experience improving retention, reducing churn, and increasing NRR at scale.
- Expertise in building and operationalising frameworks, segmentation models, and playbooks that enable consistency and scalability.
- Skilled in developing teams, fostering accountability, and driving capability uplift and high performance.
- Commercially minded with a track record of renewals, upsells, and executive stakeholder management.
- Confident communicator who thrives in a collaborative, fast-paced, and evolving environment.
- Experience in hospitality technology environments is an advantage but not essential.
Why RMS?
- Shape Global Customer Success: Lead the strategy, frameworks, and team that define how RMS Cloud delivers value to thousands of hospitality businesses worldwide.
- Drive Measurable Outcomes: Own retention, expansion, and adoption metrics, translating strategy into clear, measurable business outcomes.
- Build and Grow a High-Performing Team: Develop a global team of Customer Success professionals, fostering capability, accountability, and a culture of excellence.
- Influence Across the Business: Partner with Product, Sales, Marketing, and Support to ensure the voice of the customer informs strategic decisions at every level.
- Operate in a hybrid setup that balances focus with collaboration, in a company that values direct communication, action, and results.
If you’re a decisive, data-driven leader ready to build something enduring, this is your chance to create a global impact.
Vice President of Customer Success employer: RMS
At RMS, we pride ourselves on being an exceptional employer that fosters innovation and collaboration within the hospitality industry. Our hybrid work culture promotes flexibility while ensuring that every team member has the opportunity to grow through mentorship and professional development. With a focus on measurable outcomes and a commitment to customer success, joining our team means making a real impact globally while enjoying a supportive environment that values your contributions.
