Job Description
Join to apply for the Vice President of Customer Success role at RMS
At RMS, our people create innovative solutions that empower the hospitality industry across the globe.
As a rapidly growing SaaS company, we have developed a robust and fully integrated property management system with a comprehensive suite of native features, trusted by businesses in over 70 countries.
Every team member at RMS Cloud plays a key role in shaping the future of our platform and our business.
Together, we are driving innovation and making a real impact on the global hospitality landscape.
Your Impact
We are looking for a Vice President of Customer Success who is as passionate about people as they are about performance.
Someone who leads with clarity, communicates with impact, and delivers meaningful results.
You will own customer retention, satisfaction, and lifetime value globally.
You will design the frameworks, rhythms, and leadership structure that make our CS function world class, while coaching a team that is motivated, commercially sharp, and relentlessly customer focused.
You will be both a visionary and a hands‐on leader who builds scalable systems and drives real outcomes.
What you'll be doing
Execute the global Customer Success strategy, translating vision into measurable results that drive customer retention and business growth
Build and scale a tiered CSM model (Enterprise, Core, and Tech Touch) to deliver differentiated support and ensure scalability as we grow globally
Lead and develop a high‐performing, globally distributed team, uplifting capability through coaching, mentorship, and a clear operating rhythm
Create and embed frameworks for account planning, QBRs, and customer engagement to drive consistency and excellence in delivery
Partner cross‐functionally with Product, Sales, Marketing, and Support to ensure the customer voice informs decisions and shapes our roadmap
Act as executive sponsor for key strategic accounts, driving advocacy, renewals, and long‐term partnerships




Deliver measurable improvements in customer retention, satisfaction, product adoption, and expansion revenue
What you'll bring
Proven experience leading and scaling Customer Success teams across global or regional markets in a SaaS or subscription‐based workplace
Strong background supporting a high volume of customers and driving success within fast‐moving, growth‐focused businesses
Deep experience improving retention, reducing churn, and increasing NRR at scale
Expertise in building and operationalising frameworks, segmentation models, and playbooks that enable consistency and scalability
Skilled in developing teams, fostering accountability, and driving capability uplift and high performance
Commercially minded with a track record of renewals, upsells, and executive stakeholder management
Confident communicator who thrives in a collaborative, fast‐paced, and evolving environment
Experience in hospitality technology environments is an advantage but not essential
Why RMS?
Shape Global Customer Success
Lead the strategy, frameworks, and team that define how RMS Cloud delivers value to thousands of hospitality businesses worldwide.
Drive Measurable Outcomes
Own retention, expansion, and adoption metrics, translating strategy into clear, measurable business outcomes.
Build and Grow a High-Performing Team
Develop a global team of Customer Success professionals, fostering capability, accountability, and a culture of excellence.
Influence Across the Business
Partner with Product, Sales, Marketing, and Support to ensure the voice of the customer informs strategic decisions at every level.
Operate in a hybrid setup that balances focus with collaboration, in a company that values direct communication, action, and results.
If you're a decisive, data‐driven leader ready to build something enduring, this is your chance to create a global impact.
Seniority level
Director
Employment type
Full-time
Job function
Customer Service, Strategy/Planning, and Information Technology
Industries
Software Development
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📌 Vice President Of Customer Success (Victoria)
🏢 RMS
📍 Victoria