VP Customer Success (Professional Services)

* Job ID: 11184BR * Location: US (Remote) * Work Setup: Remote * Job Category: Customer Support * Posting Date: August 24, 2026 Deltek is seeking an experienced, competitive Customer Success leader to own retention and growth for our Professional Services (PS) market segment. This Vice President carries the financial commitment for the PS segment — including renewal, retention, and qualified lead generation from CS — measured against explicit NRR/GRR targets and a CS\-sourced pipeline conversion goal, with direct authority over CS org design and headcount, discount and escalation input on renewal conversations, and forecast sign\-off on CS\-owned pipeline. The Vice President partners closely with the VP, Renewals \& Growth to align strategy, forecasting, and execution against shared fiscal targets, and brings an AI\-forward, customer\-centric approach to driving world\-class renewal and upsell rates across all PS solutions. Key responsibilities include: **Strategic Leadership** * Own the financial commitment for the PS market segment — renewal, retention, and qualified lead generation from CS — against explicit NRR/GRR targets and a CS\-sourced pipeline conversion goal, with direct authority over CS org design and headcount, discount and escalation input on renewals, and forecast sign\-off on CS\-owned pipeline. * Treat every at\-risk account as a save to be won, driving exceptional retention and adoption results through a competitive, data\-driven approach to customer engagement. * Champion an AI\-first approach to customer engagement — AI agents, predictive health scoring, and automation — and own governance of AI\-led customer touchpoints for accuracy, tone, and compliance. * Serve as a strong, trusted partner to the VP, Renewals \& Growth, aligning fiscal targets, forecasts, and go\-to\-market execution. **Operational Excellence** * Lead and scale a high\-performing Customer Success organization — onboarding, adoption, support, and renewals — building AI\-augmented lifecycle programs that drive adoption, expansion, and long\-term loyalty. * Set and own retention and revenue\-retention goals tied to the segment’s fiscal commitments, shifting success plans from adoption and health\-score tracking to documented, quantified business outcomes (e.g., time\-to\-value, productivity gains). * Apply AI and machine learning — predictive churn models, automated health scoring, generative AI\-assisted account planning and QBRs — to drive efficiency, and own the customer data and signal infrastructure that fuels these models. * Develop and maintain renewal \& upsell forecasts and performance dashboards, in coordination with Renewals \& Growth, reporting NRR, GRR, and retention KPIs to executive and board\-level stakeholders. **Team \& Talent** * Recruit, mentor, and develop a world\-class Customer Success team, building fluency in AI\-enabled tools and commercial acumen so CSMs can quantify value and identify expansion and lead\-generati