Vice President Of Customer Success

Vasion is looking for a Vice President of Customer Success that exemplifies our core values and wants to be part of our growing team. We are committed to making digital transformation attainable to everyone by building an affordable, integrated SaaS solution that simplifies business processes. Vasion offers a flexible working environment for our 300+ employees across the world, including at our global headquarters in St. George, Utah, or in one of our other offices in the UK, Germany, and Lehi, Utah.
If you share our passion for digital transformation and are ready to join us on this exciting mission, we would love to hear from you.
Position Summary
The role of Vice President of Customer Success is pivotal in elevating customer satisfaction, retention, and growth. This executive is entrusted with formulating and executing strategies that enable customers to maximize the value derived from our industry leading products and services. Supervising a team of customer success managers, this role ensures the delivery of unparalleled customer experiences by working collaboratively across various departments. Building robust relationships with key stakeholders, closely tracking customer health metrics, and building upon our incredible renewal rates. As a strategic visionary, this role continually strives to augment customer engagement, nurture enduring loyalty, and boost revenue through customer growth and advocacy.
Requirements

• Develop and implement customer success strategies that drive customer loyalty, retention, and revenue growth.
• Lead, mentor, and scale a high-performing customer success team.
• Develop and oversee customer satisfaction surveys to measure customer success and use this data to improve services.
• Foster a company-wide culture of customer success and align with all departments to ensure customer success goals are integrated into all company processes.
• Formulate a lead generation strategy designed to enhance upselling and cross-selling opportunities.
• Escalate critical customer concerns internally and mobilize resources to resolve issues.
• Oversee and strategically expand the support team to achieve industry-leading Net Promoter Score (NPS) ratings.
• Work closely with cross-functional teams, such as Sales, Marketing, Channel and Product, to ensure a seamless customer experience and swift resolution of any customer concerns.
• Establish and improve current key performance metrics and benchmarks related to customer success; monitor and report on them regularly.
• Build strong customer relationships and create programs and strategies to enhance user experience.

Required Qualifications

• Strong understanding of the content management industry and its customer service expectations.
• Bachelor's degree in Business Administration or a related field. MBA or other relevant graduate degree is preferred.
• Strong customer relationship management and negotiation skills.
• Proven track record of successfully building and leading customer success teams.
• Ability to analyze customer success metrics and implement strategies based on data.
• Exceptional leadership, team-building, and mentorship skills.
• Excellent communication and presentation skills.
• A minimum of 10 years of experience in a customer success leadership role, ideally in the content and/or print management space

Benefits

• Company-contributed HSA
• Onsite perks include gym, pickleball, snacks & drinks, arcade, theater room, etc.
• Competitive pay
• Vacation Bonus
• Flexible work environment
• A full suite of traditional benefits
• Training/Advancement opportunities
• Financial wellness education
• 401k with company-match and immediate vesting
• Flexible paid time off
• Paid parental leave

Our Core Values
Vasion looks for people who will exemplify its core values and are driven to become:

• Action Owners (Extreme Ownership by Jocko Willink and Leif Babin)
• Candor Seekers (Radical Candor by Kim Scott)
• Storytellers (Building a StoryBrand: Clarify Your Message So Customers Will Listen by Donald Miller)
• Relationship Builders (Leadership and Self-deception by The Arbinger Institute)

More About Vasion
Visit https://www.vasion.com and https://www.printerlogic.com.
Additional Information
Vasion is an equal opportunity employer. We evaluate qualified applicants without regard to race, age, color, religion, sex, national origin, disability, veteran status, gender identity, sexual orientation, and other legally protected characteristics.