VP Customer Success Enablement

The VP Customer Success Enablement position is a senior leadership role responsible for driving transformation across MeridianLink’s Customer Experience (CX) team, with a primary focus on Customer Success Management and partnership with Customer Support.

The VP will set the vision for evolving team capabilities and processes through thoughtful workforce planning, technology enablement including automation and AI and the ongoing development of roles and responsibilities. In addition, the VP plays a pivotal role in building on the foundation for scalable, future ready teams by collaborating with stakeholders across departments to champion organizational change, enhance cross-functional collaboration, and align CX strategies with enterprise-wide objectives.

This role provides strategic leadership for the Customer Success Management organization as well as the newly created Critical Account Program (CAP) bringing focus to post implementation customer advocacy, escalation management, and revenue retention.

Core Responsibilities:

Customer Success Management

• Lead the Customer Success Management team, including 2 Directors and 25 CSMs to accelerate product adoption, improve NRR, and drive partnership with Sales.

• Implement customer success scores, improve business review effectiveness, and evolve account management practices.

Critical Account program (CAP)

• Own handling of complex escalations to strengthen customer relationships and ensure long-term success by driving effective platform adoption and delivering exceptional care.

Through a highly skilled, cross-functional team, mobilize resources to resolve critical issues rapidly, protect revenue and trust, and empower customers to maximize the value of our solutions.

Workforce Planning

• Drive workforce planning initiatives for both Customer Success and Customer Support, in partnership with CX leadership.

• Identify opportunities for technology enablement (including automation and AI) while maintaining a focus of employee engagement and development.

• Collaborate with the VP of CX Operations to ensure alignment and avoid duplication of operational initiatives.

Organizational Leadership:

Direct Reports

• CSM Sr Director and 2 Directors

• CAP Director

Collaborative Relationships

• Partner with Support Leadership to include workforce planning for the Support team.

• Work closely with the VP of CX Operations to ensure seamless execution or operational strategies, with clear delineation of responsibilities.

• Other relationships: Services Delivery, Sales, Product, RevOps, and Finance.

Qualifications:

• Proven experience in senior Customer Success leadership roles, preferably within SaaS or technology companies

• Experience managing critical customer escalations focusing on restoring trust and returning customers to a buying mindset

• Strong track record of driving organizational growth and operational scalability

• Expertise in strategic workforce planning, process optimization, and performance management, including indirect influence over teams outside of direct reporting lines

• Deep understanding of SaaS business models, metrics (e.g., ARR, NRR, LTV), and customer-focused strategies

• Excellent analytical, problem-solving, and decision-making skills

• Exceptional communication and interpersonal skills, with the ability to inspire and influence stakeholders at all levels

• Excellent executive communication and reporting capabilities, including board-level visibility

• Strategic thinker with a bias for operational execution and cross-functional alignment

Success in This Role Looks Like:

• Clear leadership and direction for the CSM team to improve success with future vision

• Reduced churn through a structured CAP escalation model and improved account management

• Improved customer communication during critical escalations

• Accelerated automation and artificial intelligence improving support efficiency with an eye to a broader CX motion

• Stronger alignment between CSM, Support and Professional Services

• Active leadership in supporting business transformation efforts, driving the adoption and integration of innovative AI solutions across functions to improve insights and customer experience achieved through partnership and influence rather than direct reporting