Title: VP Customer Success
Location: Tampa, FL
Overview:
Our Client, a POS/fintech provider, is searching for a VP of Customer Success to help lead, scale, and inspire a team of accomplished individuals committed to providing long-term value to small and medium business (SMB) accounts globally. In this role, you’ll establish strategic plans and objectives to deliver against success, retention, and time to go-live targets while delivering results within budget and on time. The Customer Success team is instrumental to long-term profitability and encompasses onboarding, training, and product adoption. This position will report to the CEO and is in person in Tampa, FL.
Responsibilities:
- Enthusiastic and creative leader with the ability to inspire and motivate others. Influence through persuasion, negotiation, and consensus-building. Empathy for customers and passion for revenue and growth Analytical and process-oriented mindset with a desire for continuous learning and improvement.
- Create and foster a company-wide culture of Customer Success across the organization (Marketing, Product, Sales, Finance, Leadership)
- Utilize quantitative and analytical skills to drive action and high impact results.
- Improve success/support scalability and efficiency, balancing the customer experience, employee retention, and business results
- Work closely with all departments within the organization to understand and support customers
- Manage KPIs, milestones, and long-term goals supportive of the overall company strategic objectives for revenue growth, gross, and operating margins
- Develop strategic plans to deliver gross and net retention forecasts to target within budget; adjust strategy and plans accordingly to deliver targeted results
- Ensure accurate forecasting of at-risk accounts, and intervening early to prevent churn
- Develop and implement strategies that create a learning environment, attract and retain top performers, reduce time to proficiency, and scale the team
Requirements:
- Bachelor’s degree is preferred or equivalent work experience
- 8+ years of experience in a Managing/Supervisory position for software Customer Success/Service Teams (i.e., onboarding specialists, implementation managers, customer success managers, customer support, etc.)
- Understanding of basic SaaS and business metrics and how to modify strategic plans to deliver against targets; proven track record of delivering results for the business.
- Customer support and implementation services experience on SaaS software platforms, including: onboarding, training, and client relationships.
- Deep understanding of value drivers in recurring revenue business models with experience managing or working within revenue-focused teams at a SaaS company is preferred.
- Experienced providing support for SaaS products focused in the SMB space, with a hardware component. (Preferred, products that sell around price point of $100 – $1500 per month)
- Has built out of retention strategies and metrics for thousands of customers around the world (without an army of humans at their disposal)
- Experience managing globally distributed teams
- Experience owning the customer relationship throughout the entire customer lifecycle including Onboarding, Support, Success, Retention and Logistics/Fulfillment.
- Experience owning, managing, and improving overall customer satisfaction including reductions in churn.
- Someone who has done it before at a growth stage (pre-IPO) and demonstrated success in that role
Recent Comments