VP of Customer Success

Job ID: 4527

Description

Do you take pride in building expertise and then using that to help others achieve their own success? Are you excited to use a combination of business insights and technical knowledge to drive business value growth to a portfolio of customers? Do you enjoy running a highly motivated and experienced team of Customer Success Consultants? If you answered yes to these questions, then this is the role for you!

In this role, you will enable your team to partner with customers to help them achieve a declared state of success with their software solution. You will do so by leveraging success plans, product expertise, and a deep understanding of the customer's business to provide confident, expert-driven leadership.

What you will be doing

  • Creating and Maintaining a world class customer engagement model
  • Analyzing Customer Engagement plans and execution data
  • Partnering with your fellow executives to drive improvements with customer interactions
  • Continually evaluating the success results for the overall team and team members

What you will NOT be doing

You will not be focused on upselling customers to more licenses or selling subscription and support renewals. This role is not a support role where you are waiting for customer issues to arise before addressing them reactively.

Key Responsibilities

  • Defining a robust customer engagement framework to guide and manage a group of Customer Success Managers to achieve 90%+ retention
  • Providing continuous feedback to the team on their engagements
  • Building and maintaining a high performing team

Candidate Requirements

  • A university degree or equivalent experience, ideally in a technical discipline.
  • 10+ years in enterprise software roles, across several industries and/or solutions
    Excellent verbal and written English skills
  • 5-10 years of experience in Senior Customer Success Leadership roles.
  • Experience leading a geographically diverse team


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