VP Customer Success

Description

Being customer-obsessed, our customers’ success is always our top priority. We focus on delivering massive value to ensure our customer's hyper-growth, as well as our own. As such, we need a senior executive to own these powerful relationships.

This role includes responsibilities for Customer Success activities (e.g., onboarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.).



Day to day

  • Own customer relationships
  • Drive-up customer outcomes
  • Increase renewal rates and minimize churn
  • Expand our share of wallet in accounts through cross- and up-sells
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Drive new business growth through greater advocacy and reference-ability
  • Map customer journeys
  • Develop listening points in the journey (e.g., usage, satisfaction, etc.)
  • Standardize interventions for each point in the journey
  • Define segmentation of customer base and varying strategies
  • Set plan for perpetual improvement
  • Introduce industry best practices and keep up with innovations
  • Lead a team of dedicated, passional CSMs


Requirements

  • 5 years or more experience in B2B customer management - Must
  • 3 years or more management experience – Must
  • Experience with data/SaaS highly technical systems – advantage
  • Knowledge / experience in marketing automation / retention tactics - advantage
  • Substantial knowledge of customer management methodologies
  • Knowledge and experience with professional tools in the field
  • Sales or commercial experience - Advantage