Job Description

The VP-Customer Success will be responsible for building and leading a high-performing Customer Success team and establishing scalable processes from the ground up. Your strategic insights and leadership will drive customer satisfaction, retention, and expansion. The ideal candidate will have a strong background in customer success within the software industry and a passion for helping customers achieve their goals.

Key Responsibilities:

• Lead, mentor, and support a team of Customer Success Managers, fostering a culture of excellence and continuous improvement.
• Build and Lead the Customer Success Team: Recruit, hire, onboard, and develop a world-class Customer Success team capable of delivering exceptional customer experiences.
• Develop Customer Success Strategy: Define and execute a comprehensive customer success strategy aligned with company goals to drive adoption, retention, and expansion.
• Establish Processes and Best Practices: Design and implement scalable processes for onboarding, training, support, and customer advocacy. Continuously refine and optimize these processes based on customer feedback and data insights.
• Customer Relationship Management: Act as a trusted advisor to key customers, ensuring their strategic goals are met through proactive account management and strategic planning.
• Cross-functional Collaboration: Partner closely with Sales, Product, and Marketing teams to drive customer success initiatives, advocate for customer needs, and ensure alignment on product enhancements and feature requests.
• Metrics and Reporting: Define and track key performance indicators (KPIs) such as customer satisfaction, retention rates, upsell/cross-sell opportunities, and lifetime value. Provide regular reporting and insights to the leadership team.
• Customer Feedback and Advocacy: Gather customer feedback systematically, advocate for customers internally, and drive initiatives to improve the overall customer experience.
• Customer Success Culture: Foster a culture of customer-centricity, continuous improvement, and teamwork within the Customer Success team and across the organization.

Qualifications

• 6-10+ years of experience in Customer Success, Account Management, or a related role within the SaaS industry.
• Proven experience leading and developing high-performing teams.
• Experience in hiring, coaching, and developing team members.
• Strong problem-solving and strategic thinking skills.
• Excellent communication and interpersonal skills.
• Ability to build and maintain strong relationships with customers and internal stakeholders.
• Proficiency with customer success tools and platforms (e.g., Vitally, Salesforce, Gainsight, Zendesk).
• Excited to work in a startup environment; you have a track record of being adaptable to changing priorities in a fluid, high-growth environment.
• Bachelor’s degree in Business, Marketing, or a related field.
• Experience in using Vitally would be a huge plus.

Additional Information

SaaS Talent is more than just a recruiting company. We're your hiring, business development, and growth partner with 25+ years of experience in SaaS and Tech that helps SaaS and Tech startups scale and transform their business. We've worked with 100+ companies and helped them achieve their talent acquisition, recruiting and business development goals.