Job Description

The Customer Success organization at Payscale plays a leading role in enabling our customers to #getpayright. As part of our broader Customer organization with Professional Services and Customer Support, our Customer Success team provides a world-class customer experience that is propelling our mission for fair and transparent pay.  

The VP of Customer Success is a high impact leadership role that reports to the Chief Customer Officer. This role leads a growing organization of Directors/Managers and individual Customer Success Managers, responsible for onboarding, ongoing adoption, and renewals of our customers.   

IN THIS ROLE, YOU WILL: 

Own the overall strategy, execution, and results of our Customer Success organization. As a key member of the Customer organization leadership team, this person will have an influential voice in shaping the customer experience at Payscale. The success of this role and team is tied to the overall success of Payscale across key measures in gross & net retention, renewal rates, utilization, and customer satisfaction. You will be an inspirational leader for the team that orchestrates the interactions that drive customer value. 

• Responsible for Customer Success teams across Enterprise, Mid-Market, and SMB segments  
• Partner with People team to develop consistent job titles, levels, and career paths for Customer Success organization  
• Develop segmented strategy for lifecycle management to meet demands of high touch customer segments and scale segments  
• Partner with Operations and Customer Education teams to develop digital adoption and enablement strategy for scale segments  
• Partner with Sales on upsell and cross-sell opportunities to meet revenue targets  
• Partner with Operations and IT teams to ensure that Salesforce is configured and managed to meet needs of Customer Success  
• Partner with Marketing on collateral, customer communications, and customer advocacy programs  
• Partner with Product Management and Product Marketing teams to ensure successful migrations of legacy products to next generation solutions  
• Partner with internal stakeholder groups in Product and Services to create and maintain comprehensive voice of the customer program, including Net Promoter Score and customer satisfaction surveys  
• Define and lead cadence with Product, Services, and Support teams to provide customer feedback and suggestions for improvement and innovation 
• Develop repeatable processes and templates for new feature adoption, new user onboarding, quarterly business reviews, and expansions  
• Develop and manage customer health score, adoption metrics, and customer success plays in Gainsight  
• Create dashboards to provide real-time status to executive management on renewal forecasts, churn risk, and win/loss analysis  
• Engage with customers as necessary to help drive resolution of any outstanding customer satisfaction issues 
• Meet and exceed quarterly targets on customer and revenue retention goals and upsell goals

Qualifications

WE’D LOVE TO TALK WITH YOU IF YOU HAVE: 

• 15+ years in Customer Success management or operations 
• 10+ years as people leader preferably running Customer Success, account management, or renewals management teams previously 
• Knowledge and experience of SaaS business model, industry metrics, and customer lifecycle management best practices 
• Proficiency in Salesforce and Gainsight 
• Experience with business planning, territory assignments, quota development, and reporting 
• Strong analytical skills and ability to tell stories with numbers 
• Ability to work with senior stakeholders and to present to senior executive audiences

Additional Information

COMPENSATION  

In the spirit of pay transparency, we are excited to share the base salary range for this position is $207,600 - $317,500, exclusive of fringe benefits or potential bonuses. This position is also eligible for an on-target annual bonus of 30% paid quarterly + equity. If you are hired at Payscale, your final base salary compensation will be determined based on factors such as geographic location, skills, education, and/or experience. In addition to those factors – we believe in the importance of pay equity and consider internal equity of our current team members as a part of any final offer. Please keep in mind that the range mentioned above is the full base salary range for the role. Hiring at the maximum of the range would not be typical in order to allow for future & continued salary growth. We also offer a generous compensation and benefits package (more information on benefits listed below). 

LOCATION 

We are a remote first company where you’re able to work primarily from your home, with company-provided equipment to set you up for success. Our employees are distributed across the US, UK, and Canada with access to WeWork or Regus space to allow for in person collaboration.  We are unable to hire in the Quebec Provience, Ireland or Hawaii. 

BENEFITS AND PERKS   

The Highlights:

All around awesome culture where together we strive to: 

• Pursue excellence every day 
• Create customer value 
• Compete to win (and lose!) as a team

An open and inclusive culture where you’ll learn and grow through programs and resources like:  

• Monthly company all hands meetings 
• Regular opportunities for executive leadership exposure 
• Access to top-notch learning courses through LinkedIn Learning 
• Regular manager check-ins to drive performance and career growth 
• A growing network of employee resource groups 
• And more!

Our more standard benefits:

• Discretionary Paid Time Off, giving you flexibility to rest, relax and recharge away from work. 
• 15 Paid Company Holidays, including an extended Fourth of July Break, World Mental Health Day, and Juneteenth 
• A comprehensive benefits plan including medical, dental, life, vision, disability and life insurance covered up to 100% by Payscale 
• 401(k) retirement program with a fully vested immediate company match 
• 12 weeks of paid parental leave  
• Flexible Spending Account options for pre-tax employee allocations

EQUAL OPPORTUNITY EMPLOYER:  

We embrace equal employment opportunity. PayScale is committed to a policy of equal employment opportunity for all applicants and employees. It is our policy that employees will not be subjected to unlawful discrimination on the basis of race, color, religion, sex, age, national origin, or ancestry, physical or mental disability, veteran or military status, marital status, sexual orientation, political ideology, and any other basis protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including but not limited to: recruitment, hiring, transfers, promotions, training, discipline, termination, compensation and benefits, performance appraisals, education, and social and recreational programs.