VP of Customer Success

What you'll be working on:

Driving Customer Success Outcomes

• Define the overall strategy and objectives for the Customer Success team, focused on driving adoption, seamless customer onboarding, and positive customer experiences across all customer segments (from SMBs through to Enterprise)
• Design and implement strategies that drive customer satisfaction, retention, and revenue (increase renewal rates and reduce churn)
• Develop, offer, and manage both high touch and at scale programs to meet different customer segment needs
• Influence and expand future life time value of customers through higher product adoption, customer satisfaction, and increased usage and value
• Standardize interventions and playbooks for each point in journey
• Work cross functionally with GTM, Product, and Marketing to drive impact and enhance customer experience

Measuring Effectiveness of CS Efforts

• Define and manage operational KPIs for the team
• Improve tracking and reporting of metrics related to business performance, customer health, product usage, and retention
• Drive effeciency through the use of technology, including leveraging our CRM (Salesforce), CSM platform (Planhat), customer marketing tools, and in-product-guides.
• Create an effective cadence for review within exec and GTM teams

Building and Leading a World-class CS Team

• Recruit experienced leaders for each functional role
• Attract and retain high performing individual contributors
• Develop a rapid onboarding process for new team members
• Develop a rigorous training and development program, to feed the next generation of leaders within the org

Becoming the champion of our customers

• Promote a customer-centric mindset company-wide and act as a champion for the customer in every interaction
• Collaborate with product to ensure customer needs are prioritized on the product roadmap
• Partner with Sales and Marketing to cross-sell and up-sell, and improve our sales processes to focus on selling with a retention focus
• Align with Finance and BizOps around measurement and forecasting
• Build a highly reliable retention forecasting process that allows for better company-wide strategy planning

What we're looking for:

• 10+ years in Customer Success leadership, within technology (and ideally B2B SaaS)
• 8+ years leading a customer success team that delivers both high touch and “at-scale” programs
• 5+ years experience managing managers, directors, and other senior leaders
• Proven leadership ability in complex strategic projects with multiple stakeholders
• Proven ability to meet and exceed service standards and KPIs
• Demonstrated ability to manage multiple projects independently and successfully
• Ability to tackle issues with a sense of urgency while maintaining professionalism and accuracy
• Demonstrated success managing a fast-paced team, including the recruitment, onboarding, and development of high performers
• Executive level communication and presentation skills, executive presence