Vice President - Customer Experience

October 31

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Description

• Develop, implement and execute a strategy for delivering world-class customer success, support, and digital experience in order to increase company’s capability to successfully deliver value across all of our markets • Own key operational metrics like churn (GRR) and contraction, revenue (NRR) and customer satisfaction and create and execute Customer Success OKRs • Scale a newly formed Customer Experience organization bringing together a mature Customer Support team and a newly created Customer Success team • Evaluate the existing success and services strategy and implement necessary adjustments needed to help customers realize value, improve renewal rates and increase customer satisfaction • Collaborate with the Go-to-Market and Product Development organizations to communicate the voice of the customer in order to influence the product roadmap, sales behavior, and marketing strategies • Lead and scale company’s global Customer Experience organization, including onboarding, adoption, success, and support • Lead the delivery and execution of customer success/support to ensure current and future programs and practices help customers achieve their goals and meet net retention goals for the company

Requirements

• 12+ years of experience managing Customer Success and Customer Support teams • Proven ability to ramp implementation, success and support reps over time in a systematic way - including the development of a training program focused on product, process, and skills • Proven success leading post-sales teams for high-growth businesses in B2B and B2B2C SaaS • Experience in servicing a diverse segments of customers including, channel, OEM, enterprise, as well as high transaction MTM volume • The desire to be a builder of teams, processes, systems and culture; you are a natural collaborator with peers across the organization; you are wired to ‘win together’ and to support colleagues • An inspiring personality who leads teams through a combination of personal leadership, process discipline, and accountability; you have a compelling executive presence in front of customers, employees, investors, stakeholders, and other members of the leadership team • Alignment with our company values: scrappy, fast-paced, hardworking, relentless, transparent, collaborative, dedicated • Demonstrated understanding of the complexity of servicing a technical audience and the ability to develop a customer journey lifecycle that is strategically tailored to the needs of the company’s customers • Familiarity and practical expertise with various success-enablement technologies such as success management platforms, community and portal tools, self-service tools, online training tools, etc. • Experience maintaining & measuring departmental KPIs to garner actionable insights that will drive strategies around churn reduction and revenue optimization • The ability to work mostly in an EST time zone environment • The willingness and ability to travel 15-25% of the time for company events as needed

Benefits

• A 100% work-from-home position with a company that values and fosters personal and professional growth • Pathway to promotion to additional organizational positions and responsibilities based upon results and performance - not just time in the chair. You help us grow, we will help you grow. • Passionate and intelligent colleagues who work hard and have a good time doing it • Flexible Fridays • Paid company-wide week off at the end of each year • Flexible Vacation policy • Awesome company swag • Home office buildout allowance • Full medical, dental, and vision benefits for US and Canada based employees • Full short-term disability and life benefits; available long-term disability • 401k with vested company matching for qualifying employees • In-person annual gatherings. Last time we all spent a week on a beach in Cancun!