VP, Customer Loyalty

About Telestream

Telestream is a leading provider of digital media tools and software solutions for the broadcast, streaming, and media industries. We empower content creators and distributors to produce and deliver high-quality video content while optimizing operations and maximizing revenue. Our teams work diligently to innovate and support world-class services, and we are looking for a VP, Customer Loyalty to join our Global Client Services team.

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.

Location: US Remote

Work Authorization - Candidates must be legally authorized to work in the United States. This role is not eligible for employer-sponsored work authorization or visa sponsorship of any kind, now or in the future.

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