Job Description

Job Description

Who we are:

Hi, we’re SambaSafety and we offer the industry’s most comprehensive driver monitoring software. Our mission is promoting safer communities by reducing risk through data insights. Companies trust SambaSafety to keep their employees safe on the roads, price and reduce risk, help protect their brand, their bottom line, and our global community.

We’ve built an inclusive, supportive, and exceptional culture where every employee is empowered in their role. Don’t take our word for it; we’ve been recognized as a Top Workplace by The Denver Post, Albuquerque Journal, Sacramento Bee, and Built In Colorado. And our employees rate SambaSafety as top-notch, with a rock solid 4.9-star rating on Glassdoor.

What You’ll Do:

The Vice President, Customer Success is responsible for SambaSafety’s Customer Success strategy and overseeing its successful execution. This leader will have oversight of all Customer Success teams at SambaSafety and will take ownership for ensuring a highly successful post sales customer journey – adoption, advocacy, retention, and expansion. This role will regularly engage with enterprise level customers, provide leadership & coaching to the Customer Success teams, and execute on strategies to grow our customer base. This role will be highly cross-functional and will report to our Chief Customer Officer.

Responsibilities:

People Leadership

• Oversee four Customer Success (CS) teams that support different customer verticals and one CS Operations Analyst
• Own the overall success of the CS function through leadership, KPIs, systems, tools and processes
• Recruit experienced Customer Success Managers, defining the appropriate functional vs. technical profile needed for the customer vertical
• Map out the allocation of team size based on factors such as market segment, industry vertical, and overall ratio of customer coverage
• Actively participate in the recruiting, interviewing, onboarding, training, and ongoing engagement of team members
• Establish and track career ladders for CS teams; create and maintain succession plans across teams and develop meaningful retention strategies
• Foster collaboration across verticals and across other stakeholder groups involved in the customer lifecycle
• Create competitive compensation and incentive programs for the CS function to drive accountability, success, and results

Define and Optimize Customer Journey

• Map customer journey and standardize interventions for each point in the journey (e.g., adoption, growth, renewal, etc.)
• Define segmentation of customer base and varying strategies to serve each customer vertical
• Identify opportunities for continuous improvement and implement best practices across teams
• Capture, track, and report Voice of the Customer to company
• Exceed customer satisfaction targets
• Strategic Thought Leadership & Customer Growth
• Create a long-term CS strategy with support and partnership from other stakeholders that supports the overall growth objectives of SambaSafety
• Continually identify opportunities to increase revenue, particularly in the areas of retention, upselling, and customer experience; able to effectively communicate and lead the teams to implement these ideas
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
• Create and execute on strategies to minimize churn across products
• Drive new business growth through greater advocacy and customer testimonials

Customer Advocacy

• Maintain existing strong relationships with top customers and act as the executive stakeholder when required
• Act as the escalation point of contact for communications with key customers or at-risk customers
• Champion customer priorities and interests with internal stakeholders to build strategic roadmaps and direction
• Communicate regularly with SambaSafety’s executives to provide key insights, quarterly metrics, and suggestions for improving customer success across entire customer-base
• Scale Customer Success Function
• Enhance effectiveness and efficiency of CS function through technology; assess resourcing and tools required to delight customers and appropriately budgets for needs
• Optimize Customer Success Management platform and Salesforce functionality
• Maximize customer adoption of self-serve customer portal
• Work with Customer Success Operations Analyst to provide training, build playbooks, and design workflows to support the unique needs of each service vertical
• Refine operational KPIs and establish system for tracking metrics; create cadence for KPI review with CS teams and share subset of KPIs with Executive team, company, and Board of Directors

What you’ll need:

• 10+ years senior level Customer Success experience, ideally supporting customers in a fast-paced, SaaS-based, mission critical environment at a high-growth company
• Bonus experience: 5+ years specific industry experience as it relates to driver safety
• BA/BS Degree in a related discipline or equivalent experience; MBA is a plus
• Obsession with the customer experience and a consummate champion for the customer
• Leadership runs through your veins; outstanding and proven people-development skills including an understanding of how to attract, develop, and retain a highly engaged workforce
• A proven track record of success delivering and driving execution of enterprise-wide strategic customer programs; demonstrated ability to lead complex strategic customer initiatives across the business
• Strategic thinker who can articulate a vision as well as operationally execute a vision; ability to fluidly pivot between a strategic and operational mindset
• Meaningful experience creating processes that enable a Cs function to scale and deliver tangible business benefits (e.g., customer growth, customer health, customer adoption, NPS improvements, etc.)
• Outstanding collaboration skills and the ability to internally navigate to make progress on key customer initiatives
• Effective written, verbal, listening, and presentation skills with proven ability to effectively engage with and present to senior level executives
• High business and emotional IQ
• Sense of urgency and the ability to convey that urgency to team and internal stakeholders

Benefits and Perks:

• Unlimited Paid Time Off and Paid Volunteer Days
• 401k Employer Match
• Generous Healthcare Benefits including a fully employer paid family medical plan
• Up to 12 weeks paid time off for maternity leave based on tenure
• Wellness &Tuition Reimbursement
• Flexible Work Arrangements
• Lots of SambaSafety swag
• SambaSafety Events

Our team of talented and committed safety professionals is exceptional. At SambaSafety we strive to foster an inclusive culture that supports, encourages and celebrates a wide array of diversity. We are committed to create a space where all employees can show up as their authentic selves every day, and we work to advance employee equality, diversity and inclusion.

SambaSafety provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, gender identity, and expression or genetics.

Come join us to find out for yourself what all the excitement is about!