Job Description

Position Title:           VP, Client Services       

FLSA Status:           Exempt 

Position Type:          Full-Time 

Department Name:  CS 

Supervisor’s Title:    SVP Sales  

WHY ESUB? 

If you're bold in your pursuits and passionate about change, then this might be the environment for you! eSUB provides world class, venture backed SaaS and mobile project management solutions to the skilled trades that build projects like the Freedom 

Towers, airports, major ballparks and tech campuses of the world. Our headquarters are located in the epicenter of San Diego's most desirable location, La Jolla / UTC. With a gym, food trucks, outdoor hammocks, barbecues, private shuttles to UTC Mall, in house ping pong, pool tables and open, collaborative space, we clearly value work/life balance and a commitment to the best. If you desire to be mentored by proven executives and collaborate with connected teams, consider joining our team. 

PURPOSE OF THIS POSITION: replace departure of current director  

ESSENTIAL FUNCTIONS: 

Customer Success is vital to our long-term profitability. We will not be successful unless our customers are receiving massive value from our service and continue to purchase on a recurring basis. As such, we need a senior executive to own driving success for our customers. This role includes responsibilities for all Customer Success activities (on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.). 

• Drive Customer Success Outcomes 

• Increase renewal rates and reduce churn 

• Expand our revenue in accounts through cross-sell and up-sell 

• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores 

• Drive new business growth through greater advocacy and reference-ability 

• Define and Optimize Customer Lifecycle 

• Map customer journey 

• Develop listening points in journey (e.g., usage, satisfaction, etc.) 

• Standardize interventions for each point in journey 

• Identify opportunities for continuous improvement 

• Learn from best practices in industry 

• Manage Customer Success Activities 

• Onboarding 

• Training 

• Professional Services 

• Customer Support 

• Customer Success Management 

• Renewals 

• Cross-sell / Up-sell 

• Advocacy 

• Measure Effectiveness of Customer Success 

• Define operational metrics for team 

• Establish system for tracking metrics 

• Create cadence for review within team 

• Expose subset of metrics to executive team, company and board 

• Inspire Customer Success Across Company 

• Create company-wide culture of Customer Success 

• Align with Marketing around marketing to existing clients 

• Align with Product around driving product roadmap 

• Align with Sales around cross-sell and up-sell and focus on selling with a retention focus 

• Align with Finance around measurement and forecasting 

• Align with Executive Team around key metrics and objectives 

• Drive company-wide definition of ideal customer 

• Create company-wide customer feedback loop

COMPETENCIES: 

• 5+ years experience in leading customer-facing organizations 

• Ability to manage influence through persuasion, negotiation, and consensus building 

• Strong empathy for customers and passion for revenue and growth 

• Deep understanding of value drivers in recurring revenue business models 

• Analytical and process-oriented mindset 

• Demonstrated desire for continuous learning and improvement 

• Enthusiastic and creative leader with the ability to inspire others 

• Excellent communication and presentation skills

REQUIRED EDUCATION AND EXPERIENCE: BA 

SUPERVISORY RESPONSIBILITY: 

This position has direct reports 

WORK ENVIRONMENT: 

This job operates in a professional office environment. Office environment can vary with noise levels and stress, from low to moderate. This position is located in the eSub corporate offices. This position is temporarily a remote position and requires the individual to work from their home until the company returns to normal office activities.    

PHYSICAL DEMANDS:  

• Talking/Hearing Over Phone & In Person 50%  

• Sitting 90%  

• Frequent Alpha/Numeric Keyboarding 90%  

• Ability to View Computer Monitor 90%  

• Take Notes in Written Form 10%

  POSITION TYPE/EXPECTED HOURS OF WORK: 

This is a full-time position. Days of work are Monday through Friday. Our teams core hours are 10am to 3pm with flexibility to arrive before or after rush hour as you prefer. Occasional evening and weekend work may be required as job duties demand.  

TRAVEL:  

This position requires no regular travel. Travel will be on an on demand basis as may be needed for training purposes.  

ADDITIONAL ELIGIBILITY QUALIFICATIONS:  

Must submit to a background check as a contingency for the position.  

WORK AUTHORIZATION/SECURITY CLEARANCE (IF APPLICABLE):  

Must be authorized to work in the United States. Each candidate is required to comply with federal and local laws and authorization will be checked through E-verify.  

AAP/EEO STATEMENT:  

eSUB, Inc prohibits discrimination or harassment based on the following categories: race, color, religion, religious creed (including religious dress and grooming practices), national origin, ancestry, citizenship, physical or mental disability, medical condition (including cancer and genetic characteristics), genetic information, marital status, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender, gender identity, gender expression, age (40 years and over), sexual orientation, veteran and/or military status, protected medical leaves (requesting or approved for leave under the Family and Medical Leave Act or the California Family Rights Act), domestic violence victim status, political affiliation, and any other status protected by state or federal law.  

OTHER DUTIES:  

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.  

Company Description

If you're bold in your pursuits and passionate about change, then this might be the environment for you! eSUB provides world class, venture backed SaaS and mobile project management solutions to the skilled trades that build projects like the Freedom Towers, airports, major ballparks and tech campuses of the world. Our headquarters are located in the epicenter of San Diego's most desirable location, La Jolla / UTC. With a gym, food trucks, outdoor hammocks, barbecues, private shuttles to UTC Mall, in house ping pong, pool tables and open, collaborative space, we clearly value work/life balance and a commitment to the best. If you desire to be mentored by proven executives and collaborate with connected teams, consider joining our team.