Vice President, Customer Success

M3 ( www.m3as.com ) is a leading provider of hospitality-specific software solutions, delivering cloud-based tools for hotel accounting, financial reporting, labor management, payroll, and business intelligence. Built by hoteliers for hoteliers, M3 empowers hotel owners, operators, and management companies to streamline back-office operations, reduce costs, gain real-time insights, and drive portfolio performance across thousands of properties in North America and beyond. Description Summary: The Vice President of Customer Success is the senior leader responsible for the strategy, performance, and scale of M3's customer success organization. This role owns driving customer platform adoption, measurable business outcomes, retention, and long-term revenue growth across the existing customer base. Reporting to the Chief Growth and Customer Officer, the VP develops organizational capability, aligns cross-functional execution, and ensures consistent delivery of value at scale. Success is measured through key customer and business outcomes, including Net Revenue Retention (NRR), Gross Revenue Retention (GRR), expansion, customer health, adoption, and Net Promoter Score (NPS). The VP establishes the operating cadence, defines functional KPIs, and provides regular executive reporting and strategic recommendations to the Executive Leadership Team. The VP partners closely with Sales, Product, Marketing, Support, and Professional Services to create a seamless customer journey, influence product strategy through customer insights, and ensure customer success remains a key driver of company growth. The role also owns the Customer Success operating model, organizational design, processes, and technology ecosystem, continuously evolving the function to improve efficiency, scalability, and customer outcomes. Essential Duties: The duties listed below are the essential functions of this position, and they may change as the needs of the company demand. All associates are expected to do what is necessary to get the work done and to cooperate fully with their supervisor’s requests for additional or altered duties. Own the strategy and outcomes for Gross and Net Revenue Retention (GRR/NRR) as core business metrics, directing the customer success management team's execution of renewal and forecasting processes. Direct the design and scaling of an expansion/cross-sell motion within the Customer Success organization, partnering with Sales leadership and Account Management on larger and multi-property opportunities. Set requirements for, and hold the team accountable to, a customer health-scoring model that predicts churn risk at least two quarters ahead of renewal. Direct the relationship and transactional NPS/CSAT program, including survey design, response-rate growth, and a closed-loop process that routes customer feedback into Product and internal process improvements. Set onboarding and time to first value benchmarks appropriate to hotel and hospitality operating realities and collaborate closely with the onboarding team. Build and lead the Customer Success organization through a layer of customer success managers. This role leads strategic contributors, not individual accounts. Establish clear individual, team, and organizational KPIs, and hold the customer success management layer accountable to them through regular coaching, performance review, and forecasting cadences. Assist with the development of compensation and segmentation models that align Customer Success Managers and other team incentives with retention, expansion, and satisfaction targets. Build the organizational structure and career ladder needed to scale Customer Success as the customer base grows, including succession planning within the customer success management team. Evaluate, recommend, and own the Customer Success technology stack. This includes health scoring, renewal forecasting, playbook automation, and survey/NPS tooling. Define the data and integration requirements ac…