Vp Of Customer Success

Vice President, Customer Success 

This position is based in NYC.

About us: 
Templafy is the next gen document generation platform that automates all document creation across organizations.  Our platform eliminates manual document work allowing companies to drive governance, efficiency and ultimately business results. Templafy supports millions of users and enables over 800 enterprise customers such as KPMG, IKEA, BDO and more. 

Founded in Copenhagen, Denmark, in 2014, Templafy's success is built by our 60+ employee nationalities found at offices around the world. We believe when people feel they belong, have a voice, and feel heard, they are happier and perform better, and that way, everyone wins. Our innovation, diversity, and unique product have raised over 200 million in funding from Insight Venture Partners, Seed Capital, Dawn Capital, Damgaard Company and Golub Capital.  

What we're looking for: 
Reporting directly to the CRO, the role as VP of Customer Success sets the direction and ambition for Templafy's Customer Strategy. The VP of Customer Success is overall responsible for Templafys customer lifecycle strategy and customer's ensuring the adoption and success of Templafys different use-cases. We are looking for a candidate who has the experience and confidence with having a clear business ownership on a strategic, tactical and operational level of core business KPIs (gross retention and net retention). The candidate drives a commercial customer centric focus with strong attention to delivering, proving and collection of positive business outcomes for individual customers and across segments, bridging buttom up with top-down. 

 Responsibilities: 

• Own and execute the strategy as a team leader on Templafy's Customer Success team, including revenue delivery and growth goals globally 
• Manage multi-level and build high-performing teams through hiring, coaching, onboarding, training, and continuously developing each individual 
• Work closely with the Sales organizations to help contribute to Templafy's continued account growth and overall Gross Retention (being an enterprise SaaS GRR is one of Templafy's most important business metrics, and also one of the metrics where we do best from a benchmark perspective) 
• Manage, track, and report to leadership on key customer metrics (churn, retention, implementation, CSAT scores)  
• Create innovative and strategic approaches to account coverage and engagement models for many of our largest customers (communication workflows vie email, in-app communication,  
• Represent the voice of the customer across all internal departments to further promote a customer centric strategic approach 
• Occasional travel to our global offices and customers to strengthen relationships throughout 

 Requirements: 

• 10+ years of work experience Enterprise SaaS experience 
• 5+ years of work experience in Customer Success leadership 
• Previous C-Level stakeholder management experience 
• Experience in software delivery/implementation of a dynamic and technically complex SaaS platform 
• A proven track record of building and mentoring a high performing global Customer Success team 
• Strong analytical skills and data driven decision making  
• Ability to thrive in a demanding and fast paced environment 
• Interest in optimizing enterprise workflows by automation and/or compliance 

 Employee Benefits:  

• Employee equity program  
• Comprehensive health insurance  
• Parental leave  
• Commuter Benefits  
• Unlimited time off  
• 401K  
• Employee Assistance Program  
• Company discount program  
• Flexible work environment  

We interact freely across teams and are dedicated to building a strong company culture with an emphasis on career development and plenty of social events.  

Compensation: 

Base Salary: $217,000-$264,000. Exact compensation may vary based on skills, experience, and location. 

Templafy is a workplace of belongingness. To us this means that you have a voice, you dare to speak up, and your voice is heard. We focus on offering an environment that allows all employees to feel that they belong regardless of race, color, ancestry, religion, gender, gender identity, genetic information, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or other status.