Vice President Of Client Success

VP of Customer Success

Our mission at GoCo is to help small businesses spend less time on manual, painful, and complex HR tasks, so they can focus on growing happier, more productive teams. Backed by notable investors such as Salesforce Ventures and named one of the best places to work in Houston, we’re a close-knit team driven by honesty, hard work, fun and creativity. At GoCo every team member has a big impact on our business, and on the world!

About This Role

The VP of Customer Success is an experienced and dynamic leader, responsible for leading our Customer Success and Customer Services teams. This role is integral in shaping our customer-facing strategy, ensuring success with engagement, retention, expansion and growth of our customer base.

We are looking for a collaborative, results-oriented leader that knows how to build and organize a team for success. This role will be a leadership role in a fast-growing startup environment where it may be necessary to dig in deep on some topics. The leader must know how to hire and coach high-performing individuals but also want to jump into the details when the requirements of the business dictate quick and decisive action. This position also requires close collaboration with all other functional areas, solidifying its role within the executive leadership team.

What will I be doing?

• Representing the voice of the customer and influencing internal stakeholders by promoting a customer-centric mindset across the organization.
• Architecting the customer success organization, the customer journey, and the solutions and services needed to leverage and scale in support of our growth ambitions
• Ownership of the team’s outcomes, including adoption, health scores, retention revenue, renewal rates, expansion opportunity identification, churn rate, customer satisfaction and customer advocacy
• Partner closely with the sales team to assure smooth transition for a great customer experience and continuous feedback loop to inform customer acquisition initiatives.
• Collaborate and contribute to the executive leadership team and company strategy.
• Hire, mentor, develop and manage post-sales Customer Success & Services teams at a fast-growing tech start-up.
• Champion customers’ priorities with the product team and influence the product roadmap as to ensure success of CS metrics and initiatives

Necessary Skills

• Effective and productive collaborator that exemplifies empathy, humility and listening skills to drive cross-functional initiatives.
• A data-driven and strategic decision maker with a focus on delivering results and driving continuous improvement.
• Proven leadership experience and strategic vision for customers’ experiences, professional services, and customer support
• A strong customer advocate with the ability and willingness to engage directly with customers
• A track record of and passion for developing and mentoring great talent, and building and motivating high achieving teams in a dynamic and fast-paced environment.
• 8+ years of demonstrated progressive success in a Customer Success and/or Professional Services leadership role. Sales experience will also be considered. SaaS experience desired, HR tech experience a big bonus

Benefits and Perks

• Equity/Stock options
• Flexible paid time off
• Insurance benefits, including Health, Dental, Vision, HSA, Life Insurance, and more
• Paid parental leave

More reading, for your leisure

A normal work day at GoCo hardly feels like work at all. We love to push the limits utilizing the latest modern tech and take pride in delivering to our users a platform that is delightful, intuitive and beautiful. Personal learning and growth is also a key ingredient to GoCo’s culture. Managers act as mentors helping guide each team member in achieving their goals. If you’re a passionate, hard-working person wanting to make a big impact in their workplace, then we’d be delighted to work with you!

You can learn more about our culture, mission, and perks here: https://www.goco.io/careers/

If you don’t meet all of the requirements listed here, we still encourage you to apply. No job description is perfect, and we might find an even more suitable opportunity that matches your skills and experience.