Vice President of Customer Success

Overview

We are seeking a Vice President of Customer Success to lead our efforts to ensure customers achieve their desired outcomes through our SaaS solutions. The VP will oversee a CSMl team to drive adoption, customer satisfaction, and retention of clients in all segments of the portfolio. The ideal candidate will have a proven track record in scaling customer success teams and implementing strategies that enhance customer value and loyalty.

Your day to day (Responsibilities)

• Customer Success Strategy: Develop and implement a comprehensive customer success strategy aligned with the company's objectives.
• Team Leadership and Development: Build, mentor, and lead a high-performing Customer Success team, fostering a culture of customer-centricity and continuous improvement. Establish performance metrics and provide regular feedback to ensure team members achieve their goals.
• Customer Retention and Growth: Develop strategies to reduce churn, increase renewal rates, and identify opportunities for account expansion through upselling and cross-selling. Monitor customer health metrics and proactively address issues to ensure customer satisfaction and loyalty.
• Process Optimization: Standardize and streamline customer success processes, including onboarding, training, support, and advocacy programs. Implement best practices to enhance operational efficiency and effectiveness.
• Cross-Functional Collaboration: Collaborate with Sales, Product, Marketing, and other departments to ensure a cohesive approach to customer engagement and success. Act as the voice of the customer, providing insights to inform product development and marketing strategies.
• Data-Driven Decision Making: Leverage data analytics to gain insights into customer behavior, satisfaction, and usage patterns. Utilize these insights to inform strategic decisions and improve customer outcomes.
• Customer Advocacy: Develop and manage customer advocacy programs, including case studies, testimonials, and reference initiatives. Build strong relationships with key customers, acting as an executive sponsor when necessary.

Must Haves

• Bachelor’s degree in Business, Marketing, Communications, Sales, or a related field required
• 10+ years of experience in customer success, account management, or related customer-facing roles within a SaaS or technology-driven organization, 5–8+ years of experience in channel enablement, sales enablement, partner management, sales operations, or a related function
• Proven track record of leading and scaling customer success teams, with a focus on driving customer satisfaction, retention, and growth.
• Strong understanding of SaaS business models and the customer lifecycle.
• Excellent leadership, communication, and interpersonal skills, with the ability to influence and collaborate across all levels of the organization.
• Analytical mindset with the ability to leverage data to drive decision-making and process improvements.
• Demonstrated ability to think strategically, execute tactically and manage operationally.
• Passion for customer success and a deep understanding of value drivers in recurring revenue business models.

Must be a highly motivated self-starter with the ability to coordinate multiple projects/tasks simultaneously and the ability to work both independently and in a collaborative team environment.

We offer an excellent total compensation package, including great benefits and bonus upside. We are an equal opportunity employer committed to diversity, equity, and inclusion. We encourage qualified individuals from all backgrounds to apply for this position.

Qualified candidates should send a resume.

Pay: $150,000.00 - $175,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: Remote

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