Vice President Of Customer Success

About The Role

Olly Olly is looking for a Vice President of Client Success to lead our team of 40+ employees on our Client Onboarding, Account Management, and Client Experience teams. We are looking for a strong leader with experience growing a high-performance team and utilizing best practices based on 10+ years of professional experience in software, services, and customer success.

As the Vice President of Client Success, you will play a critical role in shaping and executing our customer service strategy including implementing the best approach and supporting your team in protecting against churn and down sells. We are committed to providing a phone-first approach to customer service, as we believe it is the most impactful way to foster lasting relationships with our clients. Your contributions will be instrumental in driving customer satisfaction and retention, while also elevating our brand's reputation as a trusted partner to our small business owners.

You will work to decrease time to first value, reduce implementation time and costs, increase customer lifetime value, product usage and adoption, and scale Customer Success. You will turn new and existing customers into loyal champions. Never satisfied with the status quo, you will strive to identify areas of opportunity within the Client Success teams and strategize solutions to move our customer service forward.

You're excited about this opportunity because you will...

• Oversee the professional development of the Client Success team by mentoring, directing, and developing staff to meet client and company objectives
• Develop and implement policies that address client concerns and inform executives about crucial client dissatisfaction cases
• Possesses expertise in training teams on crucial phone skills like tonality, scripting, phone etiquette, and other related areas
• Data-driven leader with a skillset to build, motivate, mentor, and retain teams;
• Establish cross-functional relationships with other department leaders and streamline the communication between departments, to identify areas for improvement and their repercussions on client experience
• Set the overall vision and strategic direction for the Client Success departments ensuring the department goals are met
• Recruit new talent, assist in onboarding, and present ongoing training courses to the Client Success team based on areas of opportunity you’ve identified
• Perform regular audits of data to ensure accuracy and analyze data and metrics to identify and execute strategic initiatives
• Report to leadership on a weekly basis on metrics, attrition, trainings, current trends in the market, and the professional development across the team.
• Drive Client Success outcomes including reducing client churn, reducing down-sell, driving product adoption, and increasing customer lifetime value
• Using client feedback and industry trends, develop strategies for customer growth and retention

We're excited about you because you bring...

• Strong empathy for customers and a passion for revenue and growth
• 8+ years in Leadership roles with previous experience managing a team of 40+ people (Experience managing a Customer Success organization- be a leader of leaders)
• Proven track record of driving operational excellence through confident leadership, strategic prioritization and empathetic people management
• Demonstrated experience creating and delivering trainings
• Deep understanding of value drivers in SaaS or similar business models along with excellent business acumen
• A bachelor's degree (additional relevant working experience may be considered in lieu of a bachelor's degree)
• Exposure to subscription- and renewal-based business processes, upselling, or cross-selling
• Demonstrable experience in providing leadership in changing, ambiguous and challenging situations,
• 10+ years of experience in Customer Success

What Olly Olly Offers:

• Save for the future with contribution matched of up to 4% to 401K, and rewards and recognition for your successes
• Time off, flexible and remote working so you can work when and where is best for you, including generous days off, 8 weeks enhanced parental leave
• Recognition & Rewards for doing great work and living our values and behaviors
• We're a sociable, tight-knit team with monthly socials, sports outings and parties.
• Look after you and your family with Health, and Dental insurance
• While a lot of the CS team is fully remote, but we do have offices in Austin, Phoenix and Charlotte

OLLY’ALL ARE WELCOME

At Olly Olly, we embrace and celebrate our differences. We believe that the best people come from all walks of life. We believe that diverse backgrounds, cultures, abilities, experiences, thoughts and perspectives lead to more creative problem-solving, better outcomes and ultimately a stronger organization. Olly Olly is proud to be an equal opportunity employer. We believe all of our colleagues share in this commitment to fostering an environment that supports, inspires and respects all individuals. We seek to recruit, develop and retain the most talented individuals from all walks of life, who also share in our beliefs.

At Olly Olly, employment is based solely on an individual’s merit and qualifications directly related to their professional competence. We do not discriminate against any applicant or employee because of race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, mental or physical disability, age, genetic information, military or veteran status, marital status, pregnancy or related conditions, or any other basis protected by law or local ordinance