Vice President Of Customer Success

Position Summary:

The Vice President of Customer Success reports directly to the Chief Executive Officer and is a crucial position that requires an individual passionate about delivering an excellent customer experience. In this role, your primary responsibility will be to have the highest professional standard of Customer support by understanding customer needs and providing personalized solutions that meet their unique requirements. The VP of Customer success is responsible for overseeing the onboarding and training of Customers, Implementations (including customizations) as well as the software and hardware support teams. The ideal candidate for this position should have excellent communication and interpersonal skills, be detail-oriented, and have the desire to provide a customer experience second to none in our industry.

Job Duties and Responsibilities:

Drive Customer Success Outcomes

• Increase renewal rates and reduce churn through service.
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores.
• Drive new business growth through greater advocacy and reference-ability.

Manage Customer Success Activities

• Onboarding
• Training
• Professional Services – SOW Customization
• Customer Support
• Software Management
• Hardware Support Management
• Renewals

Measure the Effectiveness of Customer Success/Hardware Teams

• Define operational metrics/ internal SLA for the team.
• Establish a system for tracking metrics.
• Create cadence for review within the team.
• Expose a subset of metrics to the executive team, company, and board.

Lead World-Class Customer Success/Hardware Teams

• Recruit experienced leaders for each functional role.
• Attract high-potential individual contributors to the team.
• Create a rapid onboarding process for new team members.
• Foster collaboration within the team and across the customer lifecycle.
• Encourage continuous learning within a team.

Enhance Effectiveness and Efficiency Through Technology

• Support systems (Onedesk)
• Customer Success Management platform (Salesforce).
• Manage Customer Surveys.
• Create a company-wide customer feedback loop.

Inspire Customer Success Across the Company

• Create a company-wide culture of Customer Success.
• Align with Product around driving product roadmap.
• Align with Sales around cross-sell and up-sell with a retention focus.
• Align with Technology balancing corporate strategy.
• Align with Finance around measurement and forecasting.
• Align with the Executive Team around key metrics and objectives.

Minimum Requirements:

• 10+ years’ experience in leading customer-facing organizations.
• 5+ years’ SAAS is required.
• Construction or equipment experience is a plus.
• Ability to manage influence through persuasion, negotiation, and consensus building.
• Strong empathy for customers and passion for Customer Success.
• Analytical and process-oriented mindset.
• Demonstrated desire for continuous learning and improvement.
• An enthusiastic and creative leader with the ability to inspire others.
• Excellent communication and presentation skills.
• Relevant Bachelor’s degree; preference for computer science or related degrees.