Vice President, Customer Success

The Vice President of Customer Success is an experienced Customer Success leader who is responsible for bringing a strategic vision and innovative approach in leading critical customer success initiatives at Tricentis. Reporting to the Chief Customer Officer, and part of the e-Staff, the Vice President of Customer Success plays a key role in driving product adoption, ongoing value realization, business transformation, and revenue expansion by ensuring the engagement, success, retention, and growth of Tricentis customers.

The Vice President of Customer Success needs an action mindset, is excited by the idea of quickly scaling globally, and thrives in a high integrity, fast-paced, transparent, values-driven leadership team and company while enabling both customer and company success.

This position is hybrid-remote, based in one of our US locations (Atlanta, Austin, Salt Lake City, Burlington MA, Washington DC).

Core Responsibilities Include

• Defining and driving capacity models across the organization with special attention to customer count and ARR per CSM as it relates to segment and region, while driving innovative coverage models.
• Defining and implementing a bonus compensation structure that drives a healthy behavior geared towards retention and expansion.
• Coordinating and leading overall customer escalation efforts, personally leading key customer escalations and/or get-well plans.
• Leading, expanding, and mentoring the Customer Success teams by setting the strategy and prioritizing Objectives and Key Results (OKRs/KPIs), hiring, onboarding, training, rebalancing, and developing a world-class team.
• Representing the voice of the customer and influencing internal stakeholders by promoting a customer-centric mindset across the organization.
• Architecting the customer success organization and engagement model to leverage and scale in support of our revenue ambitions, namely retention and expansion.
• Partnering very closely with our sales, and post sales peer teams to engage with leaders at prospective and existing customers in an effort to define goals that leverage our products and services to achieve them.
• Driving customer lifetime value by defining the customer journey; deploying programs to help drive adoption and business value with customers, defining listening posts throughout the customer journey, as well as intervention points when needed
• Cost management in partnership with finance.
• Evolving the customer health program through a data driven approach to be leveraged in predictive health monitoring, increasing customer growth, and reducing churn.
• Promoting a customer centric focus corporate wide.
• Defining and enabling customer goal achievement, introducing new capabilities and use-cases; collaborating across teams to identify and pursue customer growth opportunities.

Requirements

• Effective collaborator to drive cross-functional initiatives and promote a positive team dynamic.
• Experience building and managing large (100+ employees) Customer Success teams in a fast-paced, dynamic environment.
• Stay current with industry best practices and strategies.
• Ability to move quickly and iterate, knowing when to ask for consultation and when to forge ahead.
• Empathy, humility, ethics, and integrity and listening skills.
• A track record of developing and mentoring great talent, building and motivating high achieving teams.
• Bachelor’s degree or equivalent
• Employ Technology to increase efficiency in operations and processes.
• A strong strategic vision for the customer success organization.
• Define key operating metrics that can be measured and tracked.
• A strong customer advocate with the ability and willingness to engage directly with customers as the executive face of Customer Success within the Tricentis.
• Ability to communicate well with individuals, teams, partners as well as industry level events.
• A true customer first mindset, putting cutomers at the center of all we do.
• The skills to be a data-driven decision maker, with a willingness to experiment and iterate.
• Minimum of ten years’ experience in the Customer Success / Post Sales space
• Experience with tools like Gainsight, Medallia, SFDC, ServiceNow, PSA tools, Asana, etc.

Key Measures Of Success

• Drive account expansion through ongoing value realization.
• Increase Customer Lifetime Value to 3x Customer Acquisition Cost.
• Increase CSM coverage and impact capability over time.
• Grow NPS and account referenceability.
• Reduce customer and revenue churn reflected through increasing renewal rates (GRR, NRR, RR)
• Create a differentiated customer experience that is validated through key measures.
• Enhance product adoption.
• Increase customer health scores.

Key Candidate Characteristics

• A sense of passion for the consumer and the product.

First and foremost, your VP of Customer Success should have a true passion for customers, customer success, and the product you are selling. It will quickly become extremely obvious to customers if there is an executive who isn’t 100% on board with a company’s mission, vision, goals, and success metrics.

• Competent at overcoming client issues.

As a VP of Customer Success, you will have to deal with plenty of customer issues, both planned and unplanned. Together with the executive representative from Client Success (typically a c-level position), the VP of Customer Success is responsible for ensuring positive, mutually beneficial interactions between clients and an internal team. If these engagements turn sour, that should be the VP of Customer Success’ time to really shine.

• Experience working with multiple departments.

Customer experience as a function isn’t reserved solely for Customer Success Managers or those people on a services team. Experiences happen at every single customer touchpoint, starting with sales and marketing through onboarding and training and even to finance and accounting. The VP of Customer Success should have experience working with multiple departments across an organization to ensure that every single department – no matter how ‘removed’ they are from customers – are aware of and dedicated to the goals of the customer experience team.

• A creative approach to problem-solving.

Many times, the issues facing a VP of Customer Success aren’t going to be cut-and-dry. Executives from client organizations, product owners, CSMs, and even internal executives will likely be involved and will be trying to give their two cents for every problem that arises. One of the biggest assets a VP of Customer Success should have is the ability to hear everyone’s opinions while making a clear, focused decision that doesn’t lean too far in one direction. A leading candidate should be creative, thoughtful, and able to juggle multiple opinions without getting overwhelmed.
Tricentis Core Values
Knowing what we need to achieve and how to achieve it is important. Tricentis core values define our ways of working and the behaviors we model that create an enjoyable and successful Tricentis life.

• Demonstrate Self-Awareness: Own your strengths and limitations.
• Solve Problems Together: We win or lose as one team.
• Think Big & Believe: Set extraordinary goals and believe you can achieve them.
• Serve Our Customers & Communities: Create a positive experience with each interaction.
• Move Fast: Create momentum and efficiency.
• Finish What We Start: Do what we say we are going to do.
• Run Towards Change: Challenge the status quo.

Why You’ll Love Working At Tricentis

• Hybrid work environment.
• 401(k) plan, full benefits package available.
• Market conform salary + success-oriented bonus.
• Our commitment to diversity and inclusion runs deep. We actively seek out those with different perspectives and consciously take steps to ensure everyone has a voice.
• We’re a global company! Potential to visit one of our many offices around the world including in Austria, Australia, Belgium, Denmark, Germany, India, Netherlands, Singapore, Switzerland, Poland, United States, and the UK.
• Supportive and engaged leadership team.
• Career path and professional and personal development.
• Company paid Disability and Life Insurance.

Tricentis is proud to be an equal opportunity workplace. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran.