Confidential Hiring for VP Customer Success Job at Remote Full Time

The VP of Customer Success needs to be the chief customer voice and deliver results for customers. They must take care of onboarding, sales function handoff, training, product updates, setting expectations, and more. The VP ensures the company is growing rapidly by increasing the customer lifetime value.

Responsibilities:

• Create value-based plans and set the stage for meeting KPIs and Objectives for the customer success team.
• Set up programs that align with company goals, values, features, and use cases.
• Design plans for the customer journey
• Ensure customer loyalty is paramount with designed plans and more
• Discover opportunities for growth and customer advancement
• Improve customer lifetime value by increasing their value from the product
• Find the balance between customer needs and customer goals
• Collaborate and connect with sales teams to know the true potential of customers
• Pivot the organization to be more customer-centric and display their voice and influence.
• Leverage the support of customers to grow internally
• Employ technology to increase efficiency in operations and processes.
• Assist customers from onboarding to product usage and eventual product adoption.

Primary Roles:

Reduce customer churn and revenue churn

Increase renewal rates

Enhance production adoption

Improve the health scores of customers

Drive business growth through account expansion

Focus on NPS and reference ability

Requirements:

• 8+ years of experience in a customer-facing role
• 5+ years of experience leading a Customer Success organization in the SAAS software industry
• Direct experience managing a multi-million-dollar recurring revenue organization with high growth
• Proven record of exceeding revenue targets
• Excellent written and verbal communication skills
• Inherent drive to support colleagues and clients alike, with strong interpersonal skills
• Ability to understand and articulate technical concepts and derive solutions
• Confident, organized, self-motivated, and collaborative
• Scale support team and operations based on the needs of the business
• Experience scaling a support organization
• Experience with Hubspot and Google Workspace

More About You:

• You are passionate about people and customer service
• You dive headfirst into data to analyze ways to improve
• You love mapping out new processes and modifying outdated processes
• You are professional, and it shows
• You never settle for mediocracy, always willing to innovate
• You want to win for yourself and our company

Job Type: Full-time

Pay: $120,000.00 – $130,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Work from home

Experience level:

• 8 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Remote

Experience:

• Saas Software: 5 years (Required)

Work Location: Remote