Vice President, Customer Success
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Vice President of Customer Success leading CSM and TAM teams for Varicent's SaaS solutions. Driving customer outcomes and partnering with product, engineering, and sales teams.
Responsibilities:
- Hold steady renewal rates and reduce down sell & churn
- Expand revenue in accounts through new products and expansion opportunities
- Influence future lifetime value through higher product adoption, customer engagement and overall customer health scores with constant identification of where the risks are within the customer base
- Ensure Success Planning Workshops proceed for all appropriate Customers and drive execution to the resulting Customer Success Plans
- Expand customer advocacy and referenceable customers
- Tailor CS programs to meet the needs of customers at various stages in the customer journey and different segmentation needs
- Prescriptively guide customers towards proven / recommended approaches to satisfying their business needs
- Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate and enforce the creation and management of “get well plans”
- Travel to client sites domestically or internationally
- Define and manage operational OKRs (Objectives & Key Results) for team in support of the Company’s objectives and enforce the roll down of these KRs for CS members within Lattice
- Track and report metrics and measures of business performance and customer health; product use, NRR, Churn, Upsell
- Attract high potential individual contributors and leaders into team
- Refine onboarding process for new team members
- Share knowledge within team, based on experience and lessons learned
- Encourage continuous learning within team, developing a team of next generation leaders
- Drive continual knowledge improvement for emerging product offerings and feature/function to assure optimum customer success
- Influence company-wide culture of Customer Success
- Drive company-wide customer success processes and metrics
- Work closely with the sales to align on customer strategies, renewal forecasting, and account opportunities
- Partner with product to ensure customers are informed of latest features and functionality and advocate internally for additional product enhancements based on customer needs
- Align with Renewal Team around measurement and forecasting
Requirements:
- 12+ years' experience in Go-To-Market leadership positions within technology or SaaS organizations, with at least 5 years in Customer Success
- 5-7 years of experience managing managers, directors, and senior leaders
- Proven experience leading teams who drive growth within existing accounts through new and expansion sales, exceptional retention rates and customer engagement and advocacy
- Proven ability to develop strategies, translate them into initiatives and track successful delivery
- Ability to communicate effectively across internal departments and external stakeholders
- Results focused with ability to drive both activity and outcome metrics
- Proven record of accomplishment working closely with Product, Services and Support teams
- Strong empathy for customers AND passion for revenue and growth
- Enthusiastic and creative leader with the ability to inspire others
- Strong executive presence and business communication skills (multilingual is a plus)
- Relevant Bachelor’s degree
Benefits:
- Health insurance
- 401(k) matching
- Paid time off
- Professional development opportunities
Similar Jobs
Customer Success Manager
Customer Success Manager at Bonusly handling customer growth and retention for a portfolio of ~250 accounts. Project managing launches and designing engagement strategies while acting as a champion for users.
Director of Customer Success
Director of Customer Success leading Customer Success teams for EverCommerce's SaaS platforms. Overseeing renewals, product adoption, and onboarding customer success initiatives across multiple products.
Customer Success Manager
Customer Success Manager in HR tech company supporting enterprise clients through relationship building and platform adoption. Leading customer engagement to drive satisfaction and growth.
Senior Customer Success Operations Manager
Senior Customer Success Operations Manager at MagicSchool optimizing the CS analytical systems and leading cross-functional projects for better retention.
Director of Partner Success
Account Manager for Partner Success at ReUp Education, managing higher ed partnerships and driving strategic results. Building relationships and ensuring partner satisfaction in the ed tech sector.
Customer Success – Sucesso do Cliente
Customer Success role focusing on client relationships in an AI company based in the US and Brazil. Responsible for supporting client satisfaction and COO processes in Blumenau.
Strategic Customer Success Manager
Strategic Customer Success Manager supporting enterprise clients at SAI360. Facilitating growth and relationships while managing complex accounts in governance, risk, and compliance.
Bilingual Customer Success Associate
Bilingual Associate handling client inquiries and solving complex financial problems. Working remotely for a successful fintech company focused on financial freedom.
CRM Sales, Consulting & Coordination
CRM Manager supporting sales and outreach activities for DataSmart Point Academy. Manage CRM system, coordinate educational programs, and engage with prospective students and partners.
Client Success Lead
Client Success Lead managing a team of Client Success Managers. Focused on optimizing client experiences and driving retention and growth across customer lifecycle.
Customer Engagement Specialist
Customer Engagement Specialist driving client engagement and retention in SaaS. Execute outreach and retention strategies to improve client satisfaction and reduce churn.
Customer Success Manager
Customer Success Manager leading relationships and teams in LATAM for a fully remote company. Driving customer retention and growth while managing high-performing teams.
Senior Manager, Customer Success – Ad Solutions
Senior Manager in Customer Success managing Ad Network CSMs at beehiiv. Leading strategy and execution to drive advertiser relationships and revenue growth.
K-12 Customer Success Specialist
Customer Success Specialist providing operational and customer support for K-12 school and district partners. Managing assessments and ensuring high-quality experiences throughout the school year.
Client Success Manager
Client Success Manager at Green Irony managing client relationships and project delivery. Overseeing multiple engagements with AI-powered tools for efficiency and effectiveness.
Senior Customer Success Manager
Senior Customer Success Manager driving customer success and ROI using Relativity's software products with strong account management expertise. Collaborating with teams to enhance product adoption and address customer needs.
Customer Success Manager
Customer Success Manager responsible for managing client relationships and ensuring successful product adoption at Collage Group. Focusing on enhancing client value through insights and data-driven strategies while collaborating across teams.
Customer Success Manager
Customer Success Manager focusing on federal agency clients. Overseeing account success, project delivery, and team collaboration in a fully remote role.
Customer Success Specialist
Customer Success Journey & Programs Specialist responsible for designing customer journey frameworks for Verint. Collaborating cross-functionally to enhance customer success strategies and resources.
Customer Success Manager – Growth
Customer Success Manager driving adoption and renewal revenue with Varicent's SaaS solutions for the Growth segment. Collaborating with customers to enhance their experience and become advocates for the company.