Digi International
Vice President, Customer Success & Renewal Operations, Cellular (Remote - US)
Be an Early Applicant
Lead a team managing renewal and retention motions. Establish processes and tools to improve customer retention and execution. Drive cross-functional alignment and build a customer success model for varied channels.
Ventus, part of Digi International, is an industry leader in IT networking innovations, leveraging technology to produce market-driving network solutions. Operating from over 20 years of experience delivering secure enterprise class networks, Ventus develops cellular wireless and fixed line SD-WAN, Hybrid WAN, and Cellular WAN solutions for an expanding array of business connectivity applications.
Position
This leader will manage and develop a team of Customer Success Account Managers (CSAMs) who execute renewal and retention motions primarily for smaller renewals (typically <$500K ARR/customer) while supporting field-led strategic renewals through renewal readiness, customer health insights, adoption programs, and co-termination execution.
The VP will establish the processes, tools, cadence, and performance discipline needed to improve retention economics, reduce renewal friction, increase multi-year subscription attachment, and create a consistent customer experience across segments—while tightly aligning with Outside Sales and Channel Sales leadership
Location:
Hybrid in Norwalk, CT.
Who We Are
Our success has been driven by our focus on our employees and their families. By providing a diverse and open work environment, Ventus has created a culture of collaboration, along with a devotion to supporting and contributing to our community-at-large, that brings about solution innovations to better serve our customers’ network needs.
Our commitment to customers — to the improvement of their operations and to the success of their enterprise — defines our focus. Our Build, Host, Deploy, and Maintain philosophy ensures that our customers’ receive industry leading network uptime.
We continually aim for excellence — both in the products and services we offer and in the ways we operate. Our philosophy reflects a dedication to constant improvement of our operations, commitment to our customers, enrichment of our global community, and achieving environmental sustainability. Starting with the customer – and finding out what they want and build and deliver innovative solutions.
What You Will Do
Scope & Ownership Model (Critical to Success)
- Field sales teams own strategic/large renewals and expansion.
- CSAM team owns scaled renewal execution for smaller renewals (<$500K/customer) and supports field teams on large renewals through customer insights, adoption, risk identification, renewal readiness, and operational coordination.
- This VP owns the renewal operating cadence, forecasting discipline, tooling, customer health framework, and cross-functional execution model to ensure renewals run cleanly—regardless of account ownership.
Essential Functions and Duties:
Lead Customer Success & Scaled Renewal Execution
- Own and scale the renewal motion for smaller renewals, driving consistent execution, customer engagement, and renewal outcomes.
- Implement segmentation and coverage models across customer types (enterprise, mid-market, scaled/tech-touch, partner-led).
- Establish consistent engagement standards (QBRs, renewal readiness checkpoints, adoption milestones, proactive churn prevention).
Build the Renewal Operating System
- Design and deploy a renewal operating cadence that includes:
- Renewal pipeline stages and governance
- Forecasting standards and hygiene
- At-risk customer identification and escalation process
- Weekly operating rhythm and cross-functional renewal reviews
- Improve forecast accuracy and renewal cycle time while eliminating late-stage surprises.
- Define and standardize the rules of engagement between CSAMs, field sales, and channel teams to ensure clean ownership and execution.
Support Strategic/Field-Led Renewals (Enablement & Execution Support)
- Partner with Outside Sales VPs and field teams to increase renewal success on large accounts by providing:
- Customer health and adoption insights
- Renewal readiness status
- Risk mitigation playbooks
- Co-termination planning and execution support
- QBR frameworks and customer outcome narratives
- Operate as the internal renewal enablement engine that improves renewal win rates and reduces renewal friction.
Subscription Licensing + Co-Termination Ownership
- Own and operationalize the renewal mechanics for 1-, 3-, and 5-year subscription terms, including co-termination strategy and execution.
- Develop playbooks and standardized packages to increase multi-year renewal mix and reduce renewal complexity.
- Ensure consistency and accuracy across quoting, pricing, billing, and renewal timing—partnering closely with Finance and Sales Ops.
Customer Success in a 2-Tier Channel Model
- Build a customer success and renewal model that works across:
- Distributors
- Resellers / VARs
- Managed Service Providers (MSPs)
- Direct customer relationships
- Define how customer success supports partner-led accounts while maintaining retention economics, renewal integrity, and consistent customer outcomes.
- Develop partner-facing enablement content and engagement models that strengthen customer outcomes through the channel.
Team Leadership, Coaching, and Career Development
- Lead, coach, and scale a team of CSAMs with a high-performance culture and clear accountability.
- Build structured onboarding, enablement, coaching cadence, and competency frameworks.
- Implement career ladders and development plans that improve CSAM effectiveness, retention, and progression.
- Set performance expectations that drive customer outcomes, renewal execution discipline, and measurable results.
Cross-Functional Execution & Operational Excellence
- Drive tight operational alignment across:
- Finance (renewal forecasting, billing accuracy, ARR metrics, churn analysis, co-term rules)
- Customer Operations (order-to-activation, onboarding experience, customer lifecycle processes)
- IT (systems integration, automation projects, tooling enhancements, data/reporting)
- Sales Leadership (rules of engagement, coverage models, renewal ownership, account planning)
- Build scalable processes and automation to reduce manual effort and increase renewal throughput.
Who You Are and What You Bring
- 10+ years of leadership experience in Customer Success, Renewals, Inside Sales, or Revenue Operations within B2B technology.
- Demonstrated success operating and scaling renewal motions for subscription-based offerings, including multi-year terms and co-termination.
- Strong experience in 2-tier channel models, including distribution, resellers, and MSPs.
- Proven ability to build and lead teams of CSAMs or inside renewal/account management teams with measurable performance outcomes.
- Strong cross-functional operator with experience working closely with Finance, Customer Ops, IT, Sales Ops, and Sales Leadership.
- Highly analytical and process-driven; comfortable building operating cadences, dashboards, KPIs, and accountability structures.
Preferred:
- Experience supporting field-led strategic renewals while owning scaled renewals and renewal operations.
- Familiarity with CRM and renewal lifecycle tools (e.g., Salesforce, CPQ, Gainsight/Totango, Clari, or equivalents).
- Experience driving transformation from transactional hardware models to subscription/ARR-driven business models.
What We Offer
Digi International offers a distinctive Total Rewards package including a short-term incentive program, new hire stock award, paid parental leave, open (uncapped) PTO, and hybrid work environment in addition to our competitive medical, health & wellbeing and compensation offerings.
The anticipated pay range for this position is $292,000 – $456,500, which includes base salary + commission target. Pay ranges are determined by role, job level and primary job location. The range displayed reflects the reasonable range we anticipate paying for this position and reflects the cost of labor within several U.S. geographic markets. The specific salary and commission offered within the range will depend on various factors including, but not limited to the candidate’s relevant and prior experience, education, skills, and primary work location. It is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each position. Pay ranges are typically reviewed and updated annually.
At Digi, we embrace diversity and inclusion among our teammates. It is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. We are committed to providing an environment of respect where equal employment opportunities are available to all applicants and teammates.
Top Skills
Clari
Cpq
Gainsight
Salesforce
Totango
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