Vice President of Customer Success

What is Jolt?

Jolt was created after our founder—then owner of a Baskin Robbins franchise—lost $10,000 in product when a freezer failed overnight. Our software now helps solve problems like these for businesses in 55 countries across the globe, improving operations and employee management for restaurants, retail, entertainment, and dozens of other industries. We’ve helped hourly employees complete over a Billion tasks, and we’re only looking to improve that trajectory from here.

Job Description:

As the VP of Customer Success, you will be responsible for owning all CS functions and taking current operations to the next level by assessing the department’s current state, gathering feedback from internal and external stakeholders, and partnering with the leadership team to enact change. You will be tasked to design repeatable CS processes that deliver client results impacting gross retention and gross expansion. In addition to continually scaling the CS department, demonstrate leadership in recruiting high-quality employees, inspiring them to achieve their potential, and developing a deep bench that is prepared to take on high-leverage roles when opportunities arise. As a member of Jolt’s executive team, you will help the team understand the customer’s point of view in macro decision making. This position will report to the Chief Operations Officer. 
 
Responsibilities:

  • Responsible for the development and improvement of CS processes that deliver client results
  • Own the design and resourcing of the CS organization to deliver the defined processes
  • Own achieving CS performance goals (Client Results, Gross Retention, Gross Expansion)
  • Responsible to ensure managers are successful and progress in their careers
  • Own client success feedback and insights to Executives, Sales, Marketing, & Product

Qualifications:

  • 5+ years of leadership experience in SaaS owning all CS functions (CS, Implementation, Support, and Expansion)
  • Expert in scaling SaaS Customer Success departments and designing processes 
  • Proficient in performance measurement and analysis to drive decision making and churn reduction
  • Background leveraging low tech-touch while increasing expansion and product usage.
  • Exceptional organizational management and leadership ability to build, lead, and mentor
  • Demonstrated ability to lead expansion and adoption in large accounts
  • Executive level writing and presentation skills
  • Ability to work effectively across the organization
  • Strategic domain expertise in restaurant operations (Preferred)
  • Bachelor’s Degree (Preferred)

Benefits:  
  • Stock Options
  • Competitive health, dental, and vision insurance
  • Generous PTO program 
  • 10 paid company holidays
  • Short-term and long-term disability insurance
  • Life insurance benefits
  • Subsidized UTA pass
  • Maternity/Paternity benefits
  • Company-paid team outings
  • Work in a new office location in Lehi, UT including an on-site gym
  • Access to fully stocked fridges, in addition to snacks and treats

*Position is headquartered in Utah and relocation will be required. 

To learn more about Jolt, visit jolt.com/careers/jolt-way/

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