Vp-Customer Success Jobs

The Customer Success team for our company acts as a trusted advisor and advocate, building and growing an ongoing healthy relationship with each customer. Team members are responsible for post-sales activity, preserving our current business, opening doors for additional opportunities, and growing our customers into life-long advocates.

The ideal candidate for this role will have built, led and grown customer success teams that work with small to large complex enterprise clients. You will have demonstrable examples of how you have driven success in those clients strategically and operationally navigating all layers of those organizations. This will be a highly visible role and key as the company shifts to a Product Lead Growth model.

What your day to day may include:

• Minimize churn and drive new business growth through greater advocacy and reference ability
• Guide customers to love our products and the outcomes they enable.
• Drive product adoption and customer experience with a relentless focus on value.
• Work closely with the Sales leaders to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)
• Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches and leading a culture of continuous improvement
• Foster collaboration within the team and across customers
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
• Execute analysis of customer health and structure measurable KPIs to drive satisfaction, adoption, retention, product implementation and adoption and reduce churn.
• Drive operational practices to track performance of teams and individuals

What you bring to the table:

• Strong operational capabilities to scale a customer success function
• Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
• Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning
• Prior experience in a PLG technology company is not required but is a plus
• Demonstrable operational skills that will drive organizational efficiencies and customer satisfaction
• Willing and able to address escalated client issues with speed and urgency
• 8+ years leading and managing high-performing client success teams globally
• Proven ability to develop strategies, translate them into initiatives and track successful delivery
• Experience driving software adoption and leveraging customer success best practices
• 10+ years of Customer Success in a data technology or BI company
• Experience driving renewal, upsell and cross-sell expansion of accounts
• Proven track record of driving client satisfaction, retention, and growth
• Able to collaborate across the organization and with external stakeholders
• Demonstrated ability to lead managers and successfully manage a distributed team.
• Experience successfully working with senior (C-level) executives