Vice President, Customer Success

Role Description                              

The VP of Customer Success owns the Customer Success and Renewals programs. This is crucial in driving high renewal rates and sustainable increases in renewals. The VP of Customer Success will build a department whose primary focus is enabling customer expansion and protecting ARR, based on the value customers receive from solutions and services. The Success function has a revenue-focus, aimed at increasing renewals, growing upsells, and identifying cross-sell opportunities. Additionally, the VP of Customer Success will be responsible for establishing world-class Voice-of-the-Customer telemetry through NPS, At Risk, and Customer Health programs.                                                                 

Key Responsibilities                        

• Materially improve renewal rates and implement structured annual increase programs.
• Build and drive high-impact, reactive risk management programs to address immediate threats effectively.                
• Build scalable customer success teams that align programs and resources according to market segmentation.
• Build and drive high-impact, proactive risk management programs to anticipate and mitigate potential risks.            
• Build programs to survey and analyze customer sentiment through cross-functional feedback loops.                                  

Competencies                                  

• Proactive problem solving: Ability to identify potential issues before they arise and effectively address them to mitigate risks and capitalize on opportunities      
• Enterprise value orientation: Focuses on aligning individual efforts with the broader goals and values of the organization, enhancing enterprise success.     
• Renewals process: Manages contract renewals to ensure customer retention and revenue continuity.      
• Voice of customer: Utilizes customer feedback to guide product development and improve service.      
• Risk assessment: Conducts thorough risk assessments to safeguard organizational interests.
• Disciplined Execution: Detail-oriented and organized, this leader prioritizes effectively, excels at time management, and anticipates well in decision making.

Qualifications                                   

• Bachelor's degree Or equivalent experience      
• 7+ years in Customer Success Leader
• Travel expected: 25-50%
• Office Requirements: 3 days per week