Forward

VP of Customer Success & Adoption

Santa Clara · Vp

Sponsorship not specified$360k-$380kDetected 31 days ago

Account ManagementCustomer SuccessCadenceLeadershipCommunicationMentoring

About the role

You'll work collaboratively with your other peer leaders in the revenue and GTM organizations to architect the function across various customer segments and define roles & responsibilities to scale the function.

Drive net revenue retention. Own NRR and GRR as your headline numbers. Identify expansion opportunities, run renewals proactively, and turn healthy usage into growth.
Reduce churn and de-risk renewals. Build an early-warning system for at-risk accounts and a clear play to recover them.
Partner cross-functionally. Work with Sales on smooth handoffs and expansion, with Product on adoption blockers, and with Marketing on advocacy, references, and case studies.
Build the team. As the motion scales, hire, onboard, and lead a customer success team.
Proven experience building the CS function - you've built or substantially scaled a CS function, ideally at a startup or small team where you didn't have existing playbooks or tooling to lean on.
Build CS playbooks.

12+ years in customer success, with at least 6+ years in leadership, including hands-on account ownership, not just program management.
Experience in Networking or Security tools.
A track record of driving adoption and expansion - measurable NRR/GRR improvement, reduced churn, and revenue grown inside the existing base.

Familiarity with CS platforms and tooling (e.g., Gainsight, Catalyst, Vitally, ChurnZero) and product analytics.
A background that blends customer success with account management, renewals or sales, given the expansion focus.

Forward Networks is transforming how the world's most complex networks are managed and secured.

According to IDC, Forward Networks customers realize an average of $14.2 million in annual benefits through improved efficiency and security.

Define the customer journey, segmentation, health scoring, success plans, QBR cadence, and the lifecycle motions for each stage.
and evolve them to support the future vision of the function.

Own adoption and time-to-value. Build the onboarding and adoption motion that gets customers to value fast and keeps them using Forward as part of how they work. Design change management frameworks for our customers to transform how they manage their networks.
Engage with the most important accounts. Be the trusted advisor to Forward's key customers, tying their business outcomes to product value.
What We're Looking For

Excellent communication — credible with a customer's executive sponsor and their day-to-day users alike

This listing is sourced directly from Forward's careers page and normalized into a canonical job model.