VP of Customer Success & Adoption

About the Company

Forward Networks is transforming how the world’s most complex networks are managed and secured. Founded in 2013 by four Stanford Ph.D.s, we built the industry’s first network digital twin — a mathematically precise model of the production network that gives IT teams unmatched visibility, verification, and agility across every major cloud and vendor environment.

Responsibilities

• Own adoption and time-to-value by building onboarding and adoption motions
• Drive net revenue retention (NRR) and gross retention (GRR)
• Build CS playbooks including segmentation, health scoring, and success plans
• Evaluate and evolve CS tools, platforms, and analytics
• Act as a trusted advisor to key customers, tying business outcomes to product value
• Build early-warning systems to reduce churn and de-risk renewals
• Close the product feedback loop by acting as the voice of the customer to Product and Engineering
• Partner cross-functionally with Sales, Product, and Marketing
• Hire, onboard, and lead a growing customer success team

Requirements

• 12+ years in customer success with 6+ years in leadership
• Experience in Networking or Security tools
• Proven experience building or scaling a CS function from the ground up
• Track record of driving measurable NRR/GRR improvement and expansion
• Strong commercial instincts and ability to own revenue numbers
• Data fluency using usage data and health signals
• Excellent communication skills for executive-level engagement

Preferred Qualifications

• Familiarity with CS platforms like Gainsight, Catalyst, Vitally, or ChurnZero
• Experience with product analytics
• Background blending customer success with account management, renewals, or sales