Vice President Of Customer Success

Reporting to the Chief Technology Officer, the Vice-President of Customer Success will lead our entire customer facing operations: installation, education, and support, ensuring product adoption and utilization, driving customer engagement, success, retention, and growth.

They will provide leadership to passionate and dedicated field and office team members. With their strategic vision and an obsession for flawless execution, they will bring innovation and continuous improvement to our operations, and engage their Leadership, peers, team, and customers, through the transformation.

Responsibilities

• In collaboration with the CTO, set the overall vision, strategic plan, and targets for your organization, focusing on growing product adoption and utilization, delivering an excellent customer experience by promoting a customer-centric mindset across the organization.

• Leading, expanding, and mentoring the Customer Success teams by setting the strategy and prioritizing Objectives and Key Results (OKRs); hiring, training, and developing a world-class team.

• Ensure that Customer Success team members deeply understand our customers' objectives, the capabilities of our offerings and become a trusted right-hand advisor of

our customers.

• Monitor and analyze customer success metrics, making data-driven decisions to prioritize opportunities for improvement and track progress.

• Develop relationships and maintain high levels of communication, transparency, and collaboration with key stakeholders: management, cross-functional teams, and customer leadership as relevant.

Qualifications

• 7+ years of experience in a Customer Facing environment

• Is a skillful relationship builder, influencer, and negotiator

• Strong problem-solving and decision-making skills, with the ability to make quick, informed, data-driven decisions

• A strong strategic vision for the customer experience, field services, and customer support, and the ability to convert the vision in differentiated and achievable solutions

• Outstanding time management and organizational skills, with the ability to juggle multiple priorities

• Knows how to manage, divide, and measure work, making the most of the team’s unique abilities, driving results and performance

• Has an acute sense of what's the right thing to do and will never compromise

• Is a calculated risk-taker, with a relentless focus on continuous improvement and innovation

• A track record of developing and mentoring great talent and building and motivating high achieving teams

• Demonstrated communication skills, both verbal and written, with the ability to effectively communicate with a wide range of stakeholders

• Technology and/or business background preferred.