The Vice President of Customer Success and Growth will be responsible for defining and executing a global customer success strategy that ensures our customers maximize value from Kornit's products and services. This role requires a visionary leader with deep expertise in customer service, a strategic mindset, and a passion for customer satisfaction, retention, and growth. The VP will oversee regional customer success teams, drive operational efficiencies, and collaborate cross-functionally to enhance the customer journey and revenue expansion opportunities.
Reports to: COO
What will you do?
Strategic Leadership & Business Growth
· Develop and implement a comprehensive, data-driven customer success strategy aligned with Kornit's business objectives.
· Provide matrix leadership for regional customer success teams, ensuring alignment, consistency, and operational excellence across all regions.
· Partner with regional CS leaders to translate the global strategy into regional execution plans, balancing global consistency with local market and customer needs.
· Define and manage global goals, KPIs, and performance metrics to track customer engagement, satisfaction, and retention
· Own the Customer Success global budget, driving operational efficiencies and service cost reductions while maximizing customer value.
· Collaborate closely with Sales, Marketing, Product, and Engineering teams to enhance customer engagement, adoption, and advocacy.
Customer Relationship Management & Retention
· Oversee the end-to-end customer journey, ensuring seamless onboarding, adoption, and long-term success.
· Monitor customer health metrics and proactively address challenges to enhance customer experience and prevent churn.
· Implement and refine customer engagement models tailored to different segments, ensuring scalable and high-impact support
Revenue Expansion & Growth
· Develop and execute strategies to maximize retention and drive customer loyalty.
· Partner with Sales to identify and capitalize on upsell and cross-sell opportunities within the existing customer base.
· Utilize data analytics and customer insights to optimize growth strategies and refine go-to-market approaches.
Customer Enablement & Learning
· Lead the development of customer training programs and knowledge-sharing platforms to enhance product expertise and customer success.
· Oversee the creation and continuous improvement of a customer knowledge base and learning resources.
· Gather and analyze customer feedback to drive product and service improvements.
Performance Management & Reporting
· Establish key performance indicators (KPIs) to measure customer success impact, including NPS, retention rates, expansion revenue, and service efficiency.
· Provide regular reports and strategic insights to senior leadership on customer success performance, risks, and opportunities.
· Drive continuous process improvements and best practice implementation across all customer success functions.
Product & Industry Expertise
· Maintain deep knowledge of Kornit's product portfolio, industry trends, and competitive landscape to position the company as a thought leader.
· Act as a voice of the customer by providing strategic feedback to Product Development and R&D teams.
· Represent Kornit at industry events, conferences, and customer forums.
Bachelor's degree in Engineering, Business, Marketing, or a related field (MBA preferred).
10+ years of experience in Customer Success, Service Operations, or Account Management in a B2B environment, with at least 5 years in a senior leadership role.
Proven experience in capital equipment service, particularly in industries requiring high-touch customer engagement, long sales cycles, and complex post-sales support.
Strong business acumen, including budget management, strategic planning, and operational execution.
Deep expertise in customer retention, service delivery optimization, and revenue expansion strategies.
Experience leading global customer success/service teams in a matrixed organization.
Excellent communication, interpersonal, and executive presence, with a track record of influencing senior stakeholders and driving cross-functional collaboration.
Strong analytical mindset with proficiency in CRM systems, data analytics, and customer experience platforms.