Vice President of Customer Success

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 environment
• 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 results.

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.

Flexible, Empowering Environment

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.