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Vice President, Strategic Customer Success

Hybrid - North America

Narvar is growing! We are hiring a Vice President of Strategic Customer Success to lead the post-purchase experience during the critical life cycle of the customer journey. The Vice President of Strategic Customer Success is responsible for developing and executing strategies to drive customer retention, and growth.

As a VP of Strategic Customer Success, you will join our Customer Success organization and become an integral part of how we are transforming the way our customers achieve success. You will bring a Customer First approach focusing on delivering customer value, building customer trust, and driving the best outcomes for our customers.The VP of Customer Success will collaborate cross-functionally to advocate for our customers and drive alignment on the go-to-market strategy in order to support both new and existing customers across their customer journey. You will lead by example and build a strong culture within the Customer Success team, cultivating a positive, collaborative, and high-performing team environment.

This position is a People Manager role reporting to the Global VP of Customer Success.

Day-to-day

  • Lead operations of the Customer Strategic/Global Success organization, using data and analytics to create strategic and measurable business value for our customers and ensure that they are achieving industry leading ROI with us.
  • Build and drive programs to measure customer health, account load balancing, renewal forecasting, churn prevention, and supporting other core business functions 
  • Own and drive relationships with our customers, including personally managing executive relationships with our larger accounts. To help convert our customers into advocates and champions.
  • Manage the Leadership Team within Customer Success and empower them to deliver excellent client experiences that drive strong renewals, retention and adoption.
  • Collaborate with the Sales and Operations leadership team to forecast renewal, provide churn predictability, and revenue pipeline
  • Develop measurable and repeatable standard processes and strategies to encourage product adoption, value, growth, renewal retention, and opportunity creation.
  • Create a performance driven culture through clear goal setting, KPI’s and leading indicators in order for the CS team to collaborate and operate efficiently.
  • Measure the effectiveness of Customer Success programs through metrics and operational reviews
  • Promote a customer-centric mindset across the company and align initiatives across cross-functional teams
  • Scout talent, develop the team, and drive a positive and collaborative culture that values teamwork and results.
  • Provide executive and C-Suite level communication and engagement, including providing key updates and presentations

What we’re looking for

  • 15+ years experience leading a team of CSMs and Retail Industry Consultants who work with strategic/global clients
  • 10+ years of client-facing experience in retail consulting, customer success management, or similar roles
  • BA/BS; MBA is a plus
  • Executive-level interpersonal, project management, and communication skills
  • Self-Motivated, driven, high energy with an entrepreneurial curiosity 
  • Scaled a team in a fast growing B2B or B2C SaaS company or other similar organization
  • Experience in, and the desire to, dig into data to uncover business insights and drive decision making 
  • Deep understanding of the customer journey and how to define and measure success in SaaS
  • Experience working with cross functional teams and in a matrix environment to achieve company objectives
  • Worked with enterprise accounts to identify and tackle challenging business problems
  • Experience using Salesforce, Gainsight, or other customer relationship management solutions area plus
  • Performance management and talent development experience
  • Demonstrated strong communication skills, both written & verbal
  • Comfortable in a fast-paced environment

Why Narvar?

We're on a mission to simplify the everyday lives of consumers. Post-purchase is a critical phase of the customer journey. That's why we created Narvar - a platform focused on driving customer loyalty through seamless post-purchase experiences that allow retailers to retain, engage, and delight customers. If you've ever bought something online, there's a good chance you've used our platform!

From the hottest new direct-to-consumer companies to retail’s most renowned brands, Narvar works with GameStop, Neiman Marcus, Sonos, Nike, and 1300+ other brands. With hubs in San Francisco, Atlanta, London, and Bangalore, we've served over 125 million consumers worldwide across 10+ billion interactions, 38 countries, and 55 languages.

Pioneering the post-purchase movement means navigating into the unknown. Our team thrives on this sense of adventure while nurturing a mindset of innovation. We're a home for big hearts and we leave our egos at the door. We work hard but we always make time to celebrate professional wins, baby showers, birthday parties, and everything in between.

We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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