Vice President, Customer Experience - Remote

As Hunters’ Global VP of Customer Experience , you will be the strategic leader for three critical divisions within Hunters: the Customer Success team, which has delivered industry-leading retention and service, and the Implementations team, which has successfully onboarded some of the largest companies in the world, and Technical Support, which is a critical intersection between Product, R&D, and CS. Be the strategic leader for a global delivery ecosystem in a high-growth software company successfully challenging the status quo of the security industry.
Work in a team of technologists, security specialists, data scientists, and sales and delivery professionals among the best in their fields, and develop the leadership and professional capabilities of your teams. Work with some of the most recognizable global brands and complex global companies to support and drive their security operations. You will work cross-functionally and develop strategic initiatives and processes to drive shorter implementation times, great service to our customers, better visibility to the leadership team, and more billable revenue from our services. Hunters is a fast-growing, enterprise SaaS startup that has already established itself as the leader in providing insights to security teams. Hunters's SOC Platform is designed to be customer-centric, reducing the total cost of ownership of managing security, while providing operating leverage and scale to security teams. This is a unique opportunity to take ownership of a Customer Success team in a cutting-edge company at a senior level, and at a time of significant growth.
This role can be based remotely in North America.
Responsibilities:
Duties/Responsibilities

• High level of engagement with go-to-market teams in establishing best practices for onboarding, handoff, and shortening implementation cycles and time to revenue, and engagement methodologies
• Serve as the primary conduit between our Product and R&D teams, and our customers; this is a critical function of the role
• Aggressively maintain a robust recruiting pipeline, attracting the highest quality talent in the industry to support excellence and current levels of rapid growth
• Collaborate with the go-to-market team to leverage upsells and cross-sales initiatives
• Collaborating with other functions across the company as a key partner to global Professional Services strategy development and execution
• Responsible for developing the capabilities and maturity of the leaders on your team
• Continue building within each of the three divisions, establish strategic priorities based on company objectives, and work with the C-suite in creating and maintaining annual budget and KPIs.
• Be a senior point of escalation, and advisor, to our customers
• Accountable for establishment of the global services revenue targets, creating the model for Global Professional Services, how they fit strategically in our GTM motion, while holding teams and Hunters as an organization to a high standard of customer experience.

Success Measures

• Grow professional services revenue from nascency, defining and hitting revenue targets
• Define and perform ongoing evaluation and performance review for of the three teams
• Refine suite of reporting to the Hunters C-Suite on all aspects of the customer journey post-signature
• Shorten average time to revenue
• Maintain current industry-leading customer retention rate and net dollar retention rate
• Establish best-in-class tech stack for the Delivery organization
• Shorten customer Onboarding period
• Successful evolution of the capability of Hunters Professional Services (roles and responsibilities, career paths, scalability of team, capacity, and delivery excellence)
• Constantly improve Hunters customer satisfaction and retention
• Establish better processes, handoffs, and visibility to the broader organization
• Promote expansions through upsells and cross sales working together with the sales teams
• Expand suite of onboarding tools, and onboard increasingly complex customers, with more automation

Requirements:

• Familiarity with enterprise-scale software architectures, application development methodologies, APIs, and deployment/operational considerations
• Experience managing global teams, across multiple time zones.
• Successful track record owning a budget and revenue quota, additional experience leading services sales efforts preferred
• Demonstrated ability to maintain relationships and alignment with other internal teams and stakeholders, especially Sales and Product
• Demonstrated capability to establish meaningful relationships with customers, hold customers accountable, manage customer expectations and escalations effectively
• Comfortable traveling for work as needed
• At ease operating in a dynamic, fast growing business, able to be self-sufficient with a can-do attitude and ready to make yourself accountable, along with ability to make sound decisions in a fast-paced, changing environment with limited data
• University degree or relevant work experience
• Demonstrated leadership skills, with direct responsibility for managing and developing leaders; demonstrated history of delivering high quality results as manager of managers
• Outstanding interpersonal skills, along with strong communication skills both verbal and written
• 10-15+ years of career experience in consulting, implementations and/or customer success for software companies, SaaS preferred, including 3+ years in professional services leadership & 5+ years in customer success leadership