VP of Customer Success

As the VP of Customer Success, you'll have an amazing opportunity to work directly with our customers to expand and enhance the platform at these companies. We need a senior stakeholder to own driving success for our customers. This role includes responsibilities for Customer Success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.). We pride ourselves on our CS experience & are looking for someone who will do the same.

This position will:
  • Drive Customer Success Outcomes
    • Increase renewal rates and overall retention; expand revenue in current accounts 
    • Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores
    • Drive new business growth through greater advocacy and reference-ability
  • Define and Optimize the Customer Lifecycle
    • Map customer journey & define segmentation of customer base and varying strategies for success based on this journey and segmentation
    • Develop listening points in journey (e.g., usage, satisfaction, etc.) & standardize interventions for each point in journey
    • Identify opportunities for continuous improvement & learn from best practices in industry
  • Manage Customer Success Activities, including:
    • Onboarding, Professional Services, & Implementation Services
    • Ongoing Training & Enablement
    • Customer Success Management, Customer Support, & Delivery
    • Advocacy, Renewals, & Expansion (partner with Marketing & Sales)
  • Measure Effectiveness of Customer Success
    • Define operational metrics, establish system for tracking metrics, & create cadence for review within team
    • Expose subset of metrics to executive team, company and board on a regular basis
  • Lead World-class Customer Success Team
    • Recruit experienced leaders for each functional role
    • Attract high potential individual contributors into team
    • Create rapid onboarding process for new team members
    • Foster collaboration within team and across customer lifecycle
    • Encourage continuous learning within team
  • Enhance Effectiveness and Efficiency Through Technology
    • Support systems
    • Customer marketing software
    • Reference and advocacy solutions
    • Customer Success Management platform
  • Create a company-wide culture of Customer Success

We'd love to hear from you if:
  • You’ve successfully lead a Customer Success function in a growing startup environment
  • You're experienced in managing customer relations at every stage of the customer's lifecycle
  • You’ve successfully designed and rolled out onboarding, implementation, engagement, and strategy programs within a customer organization
  • You have 6-8 years’ experience in technology, startups, and/or Customer Success
  • You're strategic & creative 
  • You're data driven
  • You're passionate about talent development

The customer success team works closely with every department in the organization - from sales to engineering - and has an incredible impact on the company overall.
 
We’ve got an awesome team of innovators and doers, dedicated to making a big impact on the way employees develop within their careers - and we practice what we preach. Your career here will be a challenging, rewarding experience. You’ll learn a lot.

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