Vice President - Customer Success & Account Management

Zycus is a global leader in Source-to-Pay (S2P) procurement software, helping large enterprises drive efficiency, compliance, and measurable value across their procurement and finance operations. Trusted by leading Fortune 1000 organizations worldwide, Zycus enables procurement teams to move from cost control to strategic value creation.

At the core of Zycus’ platform is Merlin AI, an advanced AI-powered engine that brings intelligence, automation, and predictive insights across the entire procurement lifecycle—from sourcing and contract management to procurement, invoicing, and supplier management. Merlin AI empowers Chief Procurement Officers and finance leaders to make faster, smarter decisions with real-time visibility and actionable insights.

Zycus is consistently recognized by top industry analysts such as Gartner, Forrester, and IDC for its innovation, depth of functionality, and strong customer outcomes. Known for its enterprise-grade solutions, global delivery model, and customer-first mindset, Zycus partners closely with organizations to modernize procurement and unlock long-term business value.

With a strong global presence across North America, EMEA, and APAC, Zycus continues to invest aggressively in product innovation, AI-led capabilities, and brand leadership—shaping the future of intelligent procurement.

We Are An Equal Opportunity Employer:
Zycus is committed to providing equal opportunities in employment and creating an inclusive work environment. We do not discriminate against applicants on the basis of race, color, religion, gender, sexual orientation, national origin, age, disability, or any other legally protected characteristic. All hiring decisions will be based solely on qualifications, skills, and experience relevant to the job requirements.

The Vice President of  Customer Success & Account Management 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 base

• Own and scale the Advocacy program: Manage a customer 360 initiative that will identify, engage, and amplify Promoters through testimonials, references, speaking events, and case studies

• Drive 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 opportunity

• Drive account segmentation strategies, incorporating AI and Tech Touch techniques to optimize for efficiency

• Collaborate with Sales, Product, Marketing, and Services to drive product improvement and efficiency

• Partner closely with Implementation and Support teams to ensure seamless post-sale handoffs and accountability for customer outcomes throughout the customer journey

Key KPI's

• Net Revenue Retention (NRR)

• Gross Retention Rate (GRR)

• Advocacy Performance

• Net Promoter Score (NPS)

• Customer Health Scores

• Cross-sell / Upsell Revenue

Core Competencies (what you need to know, or potentially quickly learn):

• Retention Strategy: Skilled at owning, assessing risk, and improving GRR performance

• Enterprise Expansion Sales: Proven success selling into large enterprise accounts with complex buying centers

• Pipeline & Forecast Mastery: Deep understanding of pipeline generation, MEDDPICC qualification, forecasting processes, and deal execution

• Customer Advocacy: Ability to design and scale programs that develop and leverage customer promoters

• Team Leadership: Experience managing and growing both Success and Sales functions with a strong coaching culture

• Value Realization: Comfortable driving value discussions with senior stakeholders and aligning outcomes to business KPIs

• Customer Health Insight: Able to implement and act on health scoring models to drive retention and growth actions

• Cross-functional Collaboration and Executive Influence: Able to advocate for the customer internally, shaping roadmap, messaging, and operational priorities

Required:

• 15+ 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 quota

• Experience leading SaaS renewals and advocacy motions

• Familiarity with forecasting frameworks and MEDDPICC or similar qualification methods

• Strong data driven operational mindset and experience managing KPIs and forecasts

Ideal:

• Built or scaled a CS or CAM function from early stage to maturity

• Hands-on experience with Salesforce, Clari, ChurnZero (or Gainsight), and customer analytics tools to manage a performance culture based on measurable KPI performance

Nice-to-have:

• Background in procurement or Source-to-Pay (S2P) domain

• Experience working with both onshore and offshore team models

What We Offer:

• A highly visible, high-impact role directly shaping customer lifetime value

• Executive-level responsibility for retention, expansion, and advocacy across the company’s most strategic customers

• A seat at the leadership table with influence across Sales, Product, and Marketing strategy

• Competitive compensation package including variable tied to measurable outcomes

• The opportunity to build a world-class, outcome-driven Customer Success & Account Management organization

• A collaborative, customer-centric, and innovative culture.