ProspectBlue Hiring for VP – Customer Success Job at Richmond, VA Full Time

As VP of Customer Success, you will:

• Be a key member of the leadership team, reporting to the President.
• Lead the Member Success department, including Member Support, Member Experience, and Member Training. Driving Member outcomes, product adoption, and Member experience.
• Partner with Product and Engineering teams on key decisions and goals.
• Create a company-wide Member feedback loop, identifying pain points, and member needs to inform the product roadmap.
• Implement scalable “Tech Touch” success model-based systems, processes, and communication to help KCM grow its active Member base by retaining current Members and growing Lifetime Value.
• Drive company-wide definition of ideal Member.
• Define segmentation of Member base and varying strategies to help each of them achieve success.
• Define and track department KPIs and goals.

For success in this role, you’ll need:

• Bachelor’s degree in a related field
• Leadership experience in SaaS recurring revenue business model
• 5+ years leading a team in a fast-paced, dynamic environment (Director or higher)
• Proven track record of developing and mentoring great talent
• Experience building and motivating high achieving teams
• Strong empathy for customers AND passion for revenue and growth
• Previous experience working in a 1:many (“Tech Touch”) success model
• Bonus if you have experience with Recurly, Hubspot, ZenDesk, ChurnZero

The Whole Package:

• Location: Richmond, VA (Occasional Telecommute Available)
• Competitive compensation package with performance bonus
• Health Insurance on your first day with employee premiums covered 100%
• Vision & Dental Insurance Available
• 401(k) with 100% company match up to 3% of salary and bonus (immediate vesting)
• Annual personal growth budget to purchase books, educational subscriptions, etc.