VP Customer Success

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Company Description

Headquartered in Montreal, Detroit and Munich, Vention helps manufacturers automate their operations in record time with the only hardware and software AI-powered platform built for the factory floor. Our technology powers over 25,000 machines across 4,000 factories across 5 continents and we have the privilege to work with a significant proportion of Fortune 500 manufacturers, from space rockets, to electrical cars, to robotics.

At Vention, you’ll work alongside driven and talented people who care deeply about their craft and the impact they create. We’re a team of high achievers who grow through meaningful work, solving complex challenges, learning fast, and seeing the results of our efforts every day.

We move quickly and aim high, but we do it together with care, collaboration, and respect. Our culture celebrates diverse perspectives and supports your growth through intentional development, strong leadership, and opportunities to make a real difference.

What You'll Do

The Vice President, Customer Success is responsible for ensuring every Vention customer realizes measurable business value from their investment in the Vention platform. Reporting to the CEO, this leader owns the complete post-sale customer experience—from onboarding and technical enablement, to support and subscription renewal.

The VP Customer Success leads a technology-driven organization that combines customer success, customer operations, technical expertise, and data-driven execution. The role is responsible for building a world-class Customer Success organization capable of supporting thousands of industrial customers while continuously improving customer satisfaction, product adoption, retention, and operational efficiency.

The ideal candidate combines deep enterprise software and IT systems expertise with strong operational leadership. They are equally comfortable designing customer journeys, scoping subscription pricing and bundling, implementing customer support technologies, defining service-level objectives, building executive dashboards, and leading highly technical customer-facing teams.

Roles and responsibilities

Customer Onboarding & Adoption

• Lead the Customer Onboarding team to ensure every customer achieves rapid time-to-value through tailored onboarding plans, training, programming assistance, and remote commissioning support.

• Define customer success milestones, adoption metrics, and graduation criteria to ensure full adoption of the Vention platform before onboarding is complete.

• Continuously improve onboarding processes, reducing time-to-value while increasing customer satisfaction and product utilization.

Customer Operations & Support

• Oversee Customer Support operations, ensuring timely and efficient resolution of order-related inquiries, including shipping, invoicing, parts, and general customer requests.

• Develop scalable self-service capabilities, knowledge management, and automation to improve customer experience while increasing operational efficiency.

• Establish and continuously improve service levels, response times, and operational KPIs to deliver best-in-class customer support.

Technical Support & Integration Services (function is dash line to VP Client Deployment)

• Lead a team of Integration Specialists providing advanced remote diagnostics, troubleshooting, programming support, and commissioning assistance for deployed customer systems.

• Build industry-leading remote support capabilities leveraging machine connectivity, digital twins, remote code access, system logs, and embedded cameras to maximize first-time resolution and minimize customer downtime.

• Partner closely with Product and Engineering to identify recurring issues, improve product quality, and reduce support complexity.

• Drive the technical documentation feedback loop, working closely with the product organisation, identifying improvement opportunities

Subscription Management & Customer Retention

• Scope and improve commercial offering of various subscription products, including pricing and bundling

• Own the customer lifecycle after deployment, driving subscription adoption, renewal, retention, and expansion across Vention's recurring software and service offerings.

• Implement customer health scoring, renewal forecasting, and proactive engagement programs to maximize Gross Revenue Retention (GRR) and Net Revenue Retention (NRR).

Customer Success Operations & Leadership

• Design and continuously optimize Vention's Customer Success operating model, including its technology stack, workflows, dashboards, KPIs, and AI-enabled support capab