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VP of Customer Success

Location
Boston, Massachusetts
Job Type
Permanent
Posted
13 Sep 2020

The successful candidate will execute a vision and playbook working alongside Sales in the sales cycle and customer on-boarding through tech assistance, renewal and revenue expansion while positioning Company's Customer Success organization as a competitive advantage.

Drive Customer Success Outcomes:

  • Delight customers and empower them to succeed and grow using the Company platform
  • Drive processes to enable our customers to drive deeper and meaningful adoption of the platform
  • Lead a world-class Customer Success organization spanning Customer Success Engineering and Account Management in the US and EMEA.
  • Drive customer effective retention rate through structured programs that focus on increasing account revenues through expansion programs, contract renewal rates and minimizing churn.
  • Drive new business growth through greater advocacy and reference-ability from the current customer base.

Define and Optimize the Customer Lifecycle:

  • Influence future lifetime value through higher/deeper product adoption, customer satisfaction, NPS, and overall health scores. This includes definition and optimization of the customer lifecycle.
  • Develop strategic initiatives that align to the customer journey map and drive customer satisfaction, retention, and advocacy.
  • Maintain a deep understanding of Company's customers, product offerings, product use cases and best practices.

Lead a World-Class Customer Success Team

  • Design and implement on-boarding process for new team members.
  • Foster collaboration and a shared culture within your teams, across the Customer Success and other departments, and across the customer lifecycle.
  • Encourage continuous learning within the team.

Measure Effectiveness

  • Read and analyze data and report customer status regularly, including customer satisfaction and/or risk, project status and/or risk, account plans and other information.
  • Create reporting and dashboards to measure results against KPI targets, along with the associated cadence.

Embed Customer Success Across the Company:

  • Drive proactive, cross-functional alignment and collaboration across the business including Sales, Marketing, Product and Engineering organizations.
  • Be the primary advocate for our customers, representing both the voice of the customer and the company, and balancing the needs of the customer with those of the business.
  • Serve as a key stakeholder by providing input and investment recommendations to the product roadmap based on internal and customer needs and experiences.
  • Partner with Marketing on CS enablement, customer marketing, and voice of the customer programs.
  • Serve as the customer advocate by creating a feedback loop on customer issues, escalations, and needs with appropriate internal teams.

Requirements:

  • Extensive experience (10+ years) leading a fast-pace SaaS-based customer organization with a proven playbook and demonstrated results in driving customer outcomes and revenue.
  • Strong empathy for customers and understanding of value drivers in recurring revenue business models.
  • High impact leadership skills, including setting a clear vision and strategy, motivating and coaching others, driving urgency and results.
  • Experience leading success of a highly technical product
  • Experience in the DevOps/Developer space - Advantage
  • Deep go-to-market knowledge and experience implementing and measuring operational metrics, leveraging data to identify trends in customer satisfaction and retention risk.
  • Exceptional business acumen and world-class presentation and customer interaction skills.
  • Ability to respond to high-impact customer/product escalations in a way that drives customer loyalty including the ability to listen and speak clearly to customers.
  • Analytical and process-oriented mindset.
  • Leads by example - demonstrating curiosity, empathy, grace under pressure, integrity, responsiveness, transparency, agility and authenticity.
  • Proven ability to lead and grow CS professionals and teams, build successors and improve capabilities.
  • Experience working for a growth stage startup company
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Details

  • Job Reference: 173899208-2
  • Date Posted: 13 September 2020
  • Recruiter: ExecuNet
  • Location: Boston, Massachusetts
  • Salary: On Application
  • Sector: Sales & Marketing
  • Job Type: Permanent