About our Client: Our client is a high growth Saas platform for enterprise clients with a focus on change management, learning and training. They are currently building out their NYC office and offer a fun office environment, full benefits, matching 401k, and more. They are well funded and this is an amazing opportunity to get in early and make an impact.
About the Role: The VP of Customer Success is the ultimate owner of the client success team and customer success center of excellence. You will manage a NYC CS team, build out the CS structure even further and grow with a super charged startup.
Responsibilities for VP of Customer Success:
- Develop and nurture strategic relationships with our most valuable customers. Become a trusted advisor & consultant.
- Build and manage our amazing US team of Customer Success Managers and and Implementation Specialists
- Work within organization in order to build the best Customer Success Center of Excellence. Manage and implement best practices to ensure informed decisions are being made
- Ensure a seamless experience through all phases of the customer relationship.
- Collaborate with our technical support teams overseas to make sure communication flow is effective
- Deeply understand customer goals and help them meet their objectives by providing strategic guidance on our platforms best practices, use cases and organizational workflow.
- Manage assigned technical resources to execute implementation/success plan and provide customer support and all account implementation needs.
- Engage with key influencers and decision makers across different teams within the customers organization. Conduct business reviews and goal-setting meetings.
- Be an expert in the offering, technologies and competitor offerings
- How will you be measured?
- Renewals & Upsells
- Documented customer success stories/examples.
- Platform adoption
- Customer Success team members are happy, learning, growing and advancing
Requirements for VP of Customer Success:
- Experience building/managing Customer Success Teams and Customer Success center of Excellence.
- Experience managing client relationships and ensure client satisfaction and retention from deployment phase and on to renewal and expansions
- Experience managing relationships with large Enterprise Strategic Accounts and C-level Executive
- Prior history working for a SaaS company, large systems integration firm, or consultancy
- Proven ability to drive continuous value
- Experience working with Fortune 500 clients
- Project management – Ability to meet and keep track of deadlines with many moving parts, rally resources, appropriately set and manage expectations and have fun along the way.
- Amazing written and verbal communication skills and excellent presentation skills
- Detail-oriented and analytical and excellent troubleshooter
- Strong team player and self-starter and excellent time management skills for yourself and others
- Thrives in a multi-tasking environment and can adjust priorities on-the-fly
- Availability for some travel is required
Benefits
- Competitive salary
- Health and wellness initiatives
- Employee Options Plan, meaning all employees have a financial stake in the business
- Casual dress
- Generous paid time off policy
- Generous staff referral program
- Job-related training in-house
- Snacks, coffee and drinks
Compensation: competitive base, bonus + competitive employee benefits