VP, Customer Success Americas

About the role

Riedel Communications, a global leader in real‑time communication and broadcast solutions, is seeking a Vice President of Customer Success for the Americas. Reporting to the Executive Director of Global Customer Success, you will shape the end‑to‑end experience for customers across North and South America, driving retention, expansion and advocacy.

Key responsibilities

• Build and lead a regional Customer Success organization, coordinating with Presales Engineers, Support, Professional Services and Demo & Exhibitions.
• Develop and execute a regional success strategy aligned with global goals, focusing on satisfaction, retention and growth.
• Partner with Sales, Product and Support to ensure smooth handoffs, capture feedback and resolve issues.
• Own operational rhythms, service levels and KPIs such as NPS and CES, using data analytics for continuous improvement.
• Lead crisis escalations and represent Riedel at industry events, traveling 30‑40% across the Americas.

Required profile

• 10+ years in Customer Success, Account Management or related pre‑ and post‑sales roles.
• 5+ years leading B2B Customer Success teams with proven operational excellence.
• Track record of driving revenue retention and growth.
• Strong knowledge of broadcast, media, pro‑AV or IT/networking markets.
• Excellent executive presence and communication skills; fluent English, Spanish or Portuguese a plus.

Required skills

• Salesforce (or similar Customer Success platform).
• Technical aptitude for IP networks, wireless intercom, video transport and real‑time systems.

What we offer

• Annual base salary OTE $180,000–$240,000 USD.
• Health, vision, dental and life insurance.
• Generous PTO, monthly wellness credit, employer‑funded FSA, 401(k) match and other benefits.