[Hiring] VP, Customer Success Americas @Riedel Communications

Role Description

As the VP of Customer Success for the Americas, you will lead a high-performing team responsible for driving customer retention, expansion, and advocacy across North and South America. Reporting directly to the Executive Director of Global Customer Success, you will shape the pre and post-sales experience for Riedel’s diverse portfolio.

• Team Leadership:
  • Build and lead a regional Customer Success team across the Americas.
  • Set clear goals, provide coaching, and foster a culture of operational excellence and collaboration across Presales Engineers, Support Engineers, Professional Services, and Demo & Exhibitions functions.
• Customer Strategy:
  • Develop and execute a regional customer success strategy aligned with global objectives.
  • Focus on customer satisfaction, retention, expansion, and consistently excellent operational delivery.
• Cross-Functional Collaboration:
  • Partner with Sales to ensure smooth handoffs.
  • Collaborate with Product teams to relay customer feedback.
  • Work with Support for issue resolution.
  • Represent Riedel at industry events across the Americas.
• Operational Excellence & Insights:
  • Own regional operating rhythms, service levels, and process discipline.
  • Track key operational performance indicators (KPIs) and customer satisfaction indicators such as Net Promoter Score (NPS) and Customer Effort Score (CES).
  • Use data analytics to drive continuous improvement, capacity planning, and report insights to senior leadership.
• Crisis Management:
  • Lead escalations and turn challenges into success stories.
  • Maintain Riedel's reputation for reliability and operational excellence in high-stakes environments.
• Regular travel (30-40%) across the Americas for customer visits, trade shows, and team meetings.

Qualifications

• 10+ years in Customer Success, Account Management, or related pre and post-sales roles.
• 5+ years leading Customer Success teams in a B2B technology environment.
• Demonstrated experience building and running operationally excellent CS organizations (playbooks, SLAs, handoffs, and continuous improvement).
• Proven track record of driving revenue retention and growth through disciplined operations and execution.
• Experience in broadcast, media & entertainment, pro AV, live events, or IT/networking strongly preferred.
• Deep understanding of the broadcast and media market.
• Strong technical aptitude—comfortable discussing IP networks, wireless intercom, video transport, and real-time systems.
• Exceptional executive presence and communication skills (fluent English required; Spanish or Portuguese a plus).
• Experience with Customer Success platforms (i.e. Salesforce) and operational tooling used to manage tickets, projects, and service performance.
• Bachelor’s degree or equivalent experience.

Requirements

• Annual base salary range: $180,000–$240,000 USD.

Benefits

• Health, vision, dental and life insurance.
• Generous PTO.
• Monthly wellness credit.
• Employer FSA funding.
• 401K match.
• And more.