Job Details

Job Description

We are looking for a VP of Customer Success based in the USA, West Coast. Our client is a Series C, SaaS Revenue Intelligence provider headquartered in North America. We are retained to support their search for a Vice President, Customer Success, and experience to lead a team of 25+ Customer Success Managers, Solution Consultants, Support Specialists, and 4 CS functional Managers. Therefore, we seek a strong leader with experience growing a high-performance team that brings robust CS best practices in a hyper-growth sector.

Responsibilities:

• Design and deliver successful Customer Success outcomes including reducing client churn, reducing down sell, driving product adoption, and increasing customer lifetime value.
• Own the reinforcement of a company-wide culture of customer success where the customer experience is at the forefront of organisational decisions.
• Execute the documentation of Customer Success processes and own iteration as processes evolve.

To be successful as VP of Customer Success, you’ll need to:

The right candidate has experience working with customers across different markets & motions from SMB to Enterprise in a SaaS environment.

• A thoughtful data-led leadership approach balanced with a drive toward outcomes, coaching, and building a team culture aligned with their values.
• Proven ability to contextualize customer data to drive team performance through digital programs.
• Experience with customer lifecycle programs, customer success programs, content strategy and analytics.