VP, Customer Success

September 18

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PhillyTech (SaaS Talent)

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Description

• The VP-Customer Success will lead a high-performing Customer Success team. • Drive customer satisfaction, retention, and expansion. • Execute a comprehensive customer success strategy aligned with company goals. • Establish processes and best practices based on customer feedback. • Act as a trusted advisor to key customers. • Partner closely with Sales, Product, and Marketing teams. • Define and track key performance indicators (KPIs). • Gather customer feedback systematically and promote customer advocacy. • Foster a culture of customer-centricity and teamwork within the organization.

Requirements

• 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.