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SVP of Customer Success

LEAP Enterprises

SVP of Customer Success

Kirkland, WA
Full Time
Paid
  • Responsibilities

    COMPANY OVERVIEW

    Technology is changing the very concept of privacy. In today's world of digital and physical transactions, your privacy is at risk. There is a thin line between use and abuse, making this one of the largest business issues in the world today. And LEAP Enterprises is on a mission to solve it.

    LEAP explores the technology and biology of privacy and trust, combining user experience, machine learning, psychology and more to provide the best solutions in the business of privacy.  

    Our approach protects and empowers the individual while reducing the fear associated with how information is used and shared by today's largest global companies. There is an imperative in the business community today to quickly and reliably know that “you are who you say you are” while protecting the data you share with them.

    We wish we could tell you more details about our solution, but our job is to keep our work out of the wrong hands. We're looking for people who are collaborative, purpose-driven and creative. But more than that, we need people on our team who believe in the mission to safeguard privacy amidst 21st century interactions.  We look forward to engaging with you on what we can accomplish together!

    ROLE OVERVIEW

    The SVP of Customer Success reports directly to the CEO and will be part of the core leadership team on overall company strategy and direction. This role also works closely with the SVP of Sales to ensure a smooth Enterprise SaaS client handoff from signed deal to launch, ongoing account management, and high customer renewals. This newly created role is due to growth and will lead a team of 12 across Account Management, Technical Integration and Customer Support. This team size is expected to double in the next year based on fast growth and scaling projections.  ~20% domestic travel to key Enterprise customers at final pitch or rollout/integration stage.  

    TOP 3 KEY OUTCOMES IN THE FIRST YEAR INCLUDE:

    1. Delight customers – Develop repeatable systems for scaling that deliver repeatable quality and efficiency from new customer launch to ongoing support; Success is measured in both a high level of renewals and customer satisfaction.

    2. Increase speed – Using best practices, increase speed from signed contract to launch which sets up company to scale efficiently and ensure a strong kickoff.

    3. Team leadership – Hire and inspire a high performing team across Account Managers and technical customer support roles to meet business growth goals.

    QUALIFICATIONS:

    • VP/Director of Customer Support leadership role experience and track record of success  
    • Enterprise SaaS deal support experience ($500K - $5M range) and high-profile integrations impacting millions of consumers
    • Target audience experience around Fraud or Risk Management
    • Startup, entrepreneurial company experience; ideally $10-100M scale up experience 
    • Team leadership experience leading 15+ customer success team across account managers, technical integration and technical customer support; Enjoy serving as “voice of the customer”
    • Vertical industry experience creating game plans and unified strategy; Depth in Wireless, Financial/Banking, HR, Shared Economy or Healthcare (preferred)
    • LEAP company values and culture fit 
    • Product roadmap experience working closely with sales, CEO and engineering leadership (preferred)
    • Fraud, risk management, strategy consulting, financial accounting or CRM/ERP industry depth (preferred)
    • Bachelor's Degree in related field

    LOCATION: Kirkland, WA

    Interested? Tell us why privacy and transparency are important to you.