The Vice President of Customer Success and Growth will be responsible for defining and executing a global customer success strategy that ensures our customers maximize value from Kornit's products and services. This role requires a visionary leader with deep expertise in customer service, a strategic mindset, and a passion for customer satisfaction, retention, and growth. The VP will oversee regional customer success teams, drive operational efficiencies, and collaborate cross-functionally to enhance the customer journey and revenue expansion opportunities.
Reports to: COO
What will you do?
Strategic Leadership & Business Growth
Develop and implement a comprehensive, data-driven customer success strategy aligned with Kornit's business objectives.
Provide matrix leadership for regional customer success teams, ensuring alignment, consistency, and operational excellence across all regions.
Partner with regional CS leaders to translate the global strategy into regional execution plans, balancing global consistency with local market and customer needs.
Define and manage global goals, KPIs, and performance metrics to track customer engagement, satisfaction, and retention
Own the Customer Success global budget, driving operational efficiencies and service cost reductions while maximizing customer value.
Collaborate closely with Sales, Marketing, Product, and Engineering teams to enhance customer engagement, adoption, and advocacy.
Customer Relationship Management & Retention
Oversee the end-to-end customer journey, ensuring seamless onboarding, adoption, and long-term success.
Monitor customer health metrics and proactively address challenges to enhance customer experience and prevent churn.
Implement and refine customer engagement models tailored to different segments, ensuring scalable and high-impact support
Revenue Expansion & Growth
Develop and execute strategies to maximize retention and drive customer loyalty.
Utilize data analytics and customer insights to optimize growth strategies and refine go-to-market approaches.
Customer Enablement & Learning
Lead the development of customer training programs and knowledge-sharing platforms to enhance product expertise and customer success.
Oversee the creation and continuous improvement of a customer knowledge base and learning resources.
Gather and analyze customer feedback to drive product and service improvements.
Performance Management & Reporting
Establish key performance indicators (KPIs) to measure customer success impact, including NPS, retention rates, expansion revenue, and service efficiency.
Provide regular reports and strategic insights to senior leadership on customer success performance, risks, and opportunities.
Drive continuous process improvements and best practice implementation across all customer success functions.
Product & Industry Expertise
Maintain deep knowledge of Kornit's product portfolio, industry trends, and competitive landscape to position the company as a thought leader.
Act as a voice of the customer by providing strategic feedback to Product Development and R&D teams.
Represent Kornit at industry events, conferences, and customer forums.
Requirements:
What should you have?
Bachelor's degree in Engineering, Business, Marketing, or a related field (MBA preferred).
10+ years of experience in Customer Success, Service Operations, or Account Management in a B2B environment, with at least 5 years in a senior leadership role.
Proven experience in capital equipment service, particularly in industries requiring high-touch customer engagement, long sales cycles, and complex post-sales support.
Strong business acumen, including budget management, strategic planning, and operational execution.
Deep expertise in customer retention, service delivery optimization, and revenue expansion strategies.
Experience leading global customer success/service teams in a matrixed organization.
Excellent communication, interpersonal, and executive presence, with a track record of influencing senior stakeholders and driving cross-functional collaboration.
Strong analytical mindset with proficiency in CRM systems, data analytics, and customer experience platforms.
The job requires up to 30% travel
