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Vp Of Customer Success (Remote, Higher Education, Saas)
Company | BlackBeltHelp |
Address | United States |
Employment type | FULL_TIME |
Salary | |
Category | IT Services and IT Consulting,Software Development |
Expires | 2023-07-20 |
Posted at | 10 months ago |
Company: http://www.unifyed.com
Role: VP, Customer Success
BlackBeltHelp is looking for an experienced VP of Customer Success who will be a key member of Unifyed's executive team and will be responsible for the following:
Responsibilities:
- Training
- Customer Success Management platform
- Onboarding
- Renewals
- Increase renewal rates and reduce churn
- Customer Success Management
- Align with Product around driving product roadmap
- Drive Customer Success Outcomes
- Map customer journey
- Define segmentation of customer base and varying strategies
- Cross-sell / Up-sell
- Create company-wide customer feedback loop
- Create rapid onboarding process for new team members
- Define operational metrics for team
- Establish system for tracking metrics
- Learn from best practices in industry
- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
- Create cadence for review within team
- Align with Marketing around marketing to existing clients
- Lead World-class Customer Success Team
- Measure Effectiveness of Customer Success
- Customer Support
- Attract high potential individual contributors into team
- Professional Services
- Expose subset of metrics to executive team, company and board
- Define and Optimize Customer Lifecycle
- Develop listening points in the journey (e.g., usage, satisfaction, etc.)
- Drive company-wide definition of ideal customer
- Identify opportunities for continuous improvement
- Recruit experienced leaders for each functional role
- Align with Executive Team around key metrics and objectives
- Advocacy
- Drive new business growth through greater advocacy and reference-ability
- Enhance Effectiveness and Efficiency Through Technology
- Encourage continuous learning within team
- Support systems
- Reference and advocacy solutions
- Create company-wide culture of Customer Success
- Foster collaboration within team and across customer lifecycle
- Align with Finance around measurement and forecasting
- Inspire Customer Success Across Company
- Manage Customer Success Activities
- Expand our revenue in accounts through cross-sell and up-sell
- Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
- Standardize interventions for each point in journey
- Customer marketing software
Required Experience/Skills:
- Deep understanding of value drivers in recurring revenue business models
- Enthusiastic and creative leader with the ability to inspire others
- Ideally combined background of post-sale and sales experience
- Analytical and process-oriented mindset
- 10+ years experience in leading customer-facing organizations
- Excellent communication and presentation skills
- Strong empathy for customers AND passion for revenue and growth
- Demonstrated desire for continuous learning and improvement
- Relevant Bachelor’s degree; preference for computer science or related degrees
- Ability to manage influence through persuasion, negotiation, and consensus building
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