Title of Position: VP, Customer Success
Organizational Relationship: Reports to CRO
Classification: Exempt
GENERAL SUMMARY
The VP of Customer Success leads our Customer Success team, playing a key role in driving the success of our customers, ensuring they derive immense value from our solutions. Reporting directly to the Chief Revenue Officer (CRO), this role is responsible for ensuring customer satisfaction, retention, and overall success of the customer journey to include: adoption, advocacy, and retention strategies. The VP of Customer Success will play an instrumental role in building and scaling Customer Success through our next phase of growth, leading our teams dedicated to customer onboarding (installation and training), customer education curriculum & customer success advisors.
DUTIES & RESPONSIBILITIES:
Drive Customer Success Outcomes:
- Develop and execute a comprehensive customer success strategy to drive customer satisfaction, retention, and loyalty, resulting in increased renewal rates, reduced churn, and increased customer satisfaction.
- Engage in customer meetings and conversations to drive value.
- Expand revenue through coaching the team to successfully identify cross-selling and up-selling opportunities & creating leads for the sales organization.
- Enhance future lifetime value via increased product adoption, customer satisfaction, and improved health scores.
- Drive new business growth through advocacy and reference-ability.
Define and Optimize Customer Lifecycle:
- Proactively identify opportunities for process improvements and optimization to enhance the overall customer experience.
- Map the customer journey, establishing key touch points and standardizing interventions to ensure a positive experience for the customer.
- Support our transition from a high-touch motion to a tech-touch motion, driven by self-service digital experiences.
- Create & launch a “white glove” program for clients looking for a personalized post-sale experience.
Measure Effectiveness of Customer Success:
- Define, establish, and maintain key performance metrics, along with a tracking system to measure customer success and team performance.
- Share metrics with the Customer Success team, Executive team, and company to transparently communicate wins and shortcomings.
Lead World-class Customer Success Team:
- Lead and mentor a team of customer success managers, trainers, and support staff to deliver exceptional service and support to our customers.
- Effectively lead a team that oversees the onboarding process for new customers, ensuring a smooth transition and successful implementation of our products.
- Build a high impact and high performance team, starting with attracting and retaining top leaders and high-potential contributors.
- Foster collaboration within the team and across the customer lifecycle.
- Embody a culture of continuous learning, improvement, and service excellence, leading by example and instilling accountability by setting clear expectations and measuring results.
- Identify, adopt and optimize a Customer Success Management platform (like Totango, ChurnZero, etc.).
- Stay informed about industry trends, customer needs, and competitive landscape to inform strategic decision-making and to make on-going improvements in overall processes and systems used.
Inspire Customer Success Across Company:
- Collaborate with cross-functional teams, including sales, product development, and marketing, to align customer success initiatives with company goals.
- Act as a strategic advisor to executive leadership, providing insights and recommendations based on customer feedback and market trends.
- Align with Marketing on client engagement strategies.
- Collaborate with Product on driving the product roadmap driven by VOC feedback loops.
- Coordinate with Sales on cross-selling and upselling, emphasizing retention.
- Work with Finance on measurement and forecasting.
- Collaborate with the Executive Team on key metrics and objectives.
- Establish a company-wide customer feedback loop.
EDUCATION, KNOWLEDGE AND SKILLS:
- Bachelor's degree in business or a related field; MBA preferred.
- Minimum of 5-8+ years of experience managing an international Customer Success team in a high-growth PE-backed SaaS organization.
- Minimum of 3-5+ years of second-line management experience, managing CS, renewals, professional services, and technical services.
- Proven track record of success in leading customer success teams in a SaaS environment is required.
KEY CORE SKILLS:
- Strong leadership skills with the ability to inspire and motivate a team.
- Ability to impact and influence through persuasion, negotiation, and consensus-building.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
- Strategic thinker with the ability to develop and execute effective customer success strategies.
- Results-oriented with a focus on driving customer satisfaction, retention, and revenue growth.
- Experience working in a fast-paced, high-growth environment.
- Knowledge of CRM software and customer success tools.
- Experience working with a variety of different customer segments across the healthcare provider space. Background in healthcare; medical &/or dental verticals preferred but not required.
- Combined background in post-sales and sales experience.
- Strong empathy for customers with a passion for revenue and growth.
- Deep understanding of value drivers in recurring revenue business models.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Experience:
- Microsoft Office: 1 year (Preferred)
- Sales: 1 year (Preferred)
Work Location: Remote
