VP, Customer Loyalty

Position Summary

Telestream is seeking a senior commercial leader to own the retention and expansion of our global installed customer base — a portfolio that spans SaaS, subscription, and on-premises software customers. This is a high-impact role with direct revenue accountability, executive-level customer engagement, and the opportunity to shape how Telestream serves and grows its relationships with some of the world’s most recognized media and broadcast organizations.

The VP, Customer Loyalty will lead our Renewals and expansion team across both SaaS and on-premises customers, owning the full post-sale revenue motion — from initial renewal through long-term customer expansion. This is a build role. This leader will inherit a capable team and strong operational foundation, and will be expected to add the commercial leadership, customer engagement strategy, and organizational structure to take that foundation to the next level. The function is central to Telestream’s growth strategy, and the right leader will leave a clear mark on how we serve and grow our installed base.

The right candidate has done this before — built a post-sale function, owned revenue targets, and earned the trust of customers at the highest levels. They are energized by the opportunity to shape something, not just manage it.

The Opportunity

Telestream’s customer base includes some of the most prominent names in media, broadcast, and streaming — global broadcasters, post-production houses, sports networks, and streaming platforms that rely on our technology for mission-critical workflows. These are long-tenured relationships with significant contractual and strategic value. This leader will have a clear mandate, executive support, and the organizational runway to build something that matters.

Key Responsibilities

Revenue Ownership & Customer Retention

• Own the annual renewals target across the full customer portfolio; accountable to the CRO for renewal rate and net revenue retention

• Develop and execute a renewals and loyalty strategy that drives proactive customer engagement and reduces churn risk across all segments

• Establish and grow expansion revenue targets within the existing customer base

• Maintain executive-level relationships with Telestream's most strategic accounts; lead or participate in customer meetings, business reviews, and escalations

• Represent post-sale revenue performance in leadership and board-level conversations

Team Leadership & Development

• Lead, coach, and develop the Renewals team; establish clear performance expectations, career paths, and a culture of accountability and growth

• Identify and develop talent within the team and across the organization; build depth for the post-sale function over time

• Define the hiring plan for the Customer Loyalty function as the team grows and as budget allows

• Foster a team environment that combines operational precision with genuine customer empathy

Customer Loyalty Strategy & Execution

• Define Telestream's post-sale customer engagement model: coverage tiers, engagement cadences, health indicators, and success metrics

• Build the engagement programs and structured touchpoints that keep customers connected to Telestream and growing in their use of our products: renewal planning, executive business reviews, escalation management, and expansion signals

• Establish clear, well-documented handoff protocols between Sales, the Customer Delivery Team, the Customer Loyalty Team, and Support

• Select and implement tooling that gives the team visibility into customer health and renewal risk

• Define and report on the metrics that reflect post-sale performance: NRR, GRR, customer satisfaction, and expansion pipeline

Cross-Functional Partnership

• Partner with Sales leadership to ensure a seamless transition from new customer close to ongoing customer engagement

• Partner with VP, Global Support and SVP, Global Solutions Engineering to deliver a seamless, end-to-end customer experience — with clear handoffs, shared visibility into customer health, and a unified standard for how Telestream shows up for its customers

• Work with Product and Marketing on customer feedback loops, competitive intelligence, and expansion opportunity signals

• Partner with Finance on renewal forecasting, revenue recognition, and incentive structure for the post-sale team

Requirements:
It's important to note that this role has revenue ownership! Reporting into the Sales Organization means that you own the numbers and will have significant influence on retention and expansion.

Required

• 8+ years of experience in SaaS post-sale functions — Customer Loyalty, Account Management, Renewals, or Customer Success — with at least 3 years in a senior leadership carrying a quota or recurring revenue target

• Demonstrated track record of owning and growing a recurring revenue portfolio that includes SaaS, subscription, and/or on-premises software customers in a B2B environment

• Experience building or significantly scaling a post-sale function with measurable impact on NRR and customer retention

• Comfortable in a commercially accountable role: quota ownership, revenue forecasting, and executive-level customer engagement

• Strong cross-functional leadership skills; able to influence without direct authority across Sales, Support, Product, and Finance

• Willingness and ability to travel for customer engagements, industry events, and internal meetings

• Excellent executive communication skills — written, verbal, and in the boardroom

Preferred

• Experience in video technology, media software, broadcast, or adjacent B2B SaaS markets

• Familiarity with enterprise software renewal cycles and the commercial dynamics of maintenance and support contracts

• Experience in a company undergoing significant growth or ownership transition

• Proficiency with Salesforce and customer engagement platforms

• Background as an individual contributor in a customer-facing role prior to moving into leadership

Benefits:
Perks That Power Your Life
We offer a comprehensive package designed to support your health, financial security, and work-life balance. Our benefits are built to keep you healthy, supported, and free to do your best work. In addition to a competitive base salary and commission package, you're eligible for:

• Day-one medical, dental & vision coverage
• 100% company-paid life + disability insurance
• 401(k) with a sweet company match (up to 8%)
• Quarterly HSA boosts & flexible spending accounts
• Flexible time off (salaried) + generous paid holidays
• Pet insurance (yes, your dog gets benefits too)
• Legal plan + extras like accident & critical illness coverage