VP of Customer Success
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Job Description
VP of Customer Success leading Vantage's efforts in ensuring customer growth and satisfaction. Focused on developing strategies for retention and relationship building with technical clients.
Responsibilities:
- Develop, lead and execute the vision and strategy for customer growth and retention
- Maintain best in class Gross Revenue Retention Rates and Net Dollar Retention
- Mentor and cultivate a high performing team. Expect to lead from the front, rolling up your sleeves and getting into the weeds when needed
- Act as an executive liaison (in partnership with our cofounders if needed) to Enterprise customers
- Anticipate changes and scale of the post sales motion in relation to growth of our business. Effectively drive changes and required communication across the organization
- Drive customer outcomes, through product adoption and delivering an amazing customer experience
- Provide a strong point of escalation for your team and interface with customer champions.
- Maintain consistent insight into and continuously improving customer health across lifecycle (onboarding, time to first value, and growth)
- Champion our customers and create tight feedback loops between our customers and internal teams
- Foster new business growth through building advocacy and reference-ability within our customer base
- Collaborate with internal partners for product and process improvement
Requirements:
- 5+ years people management experience
- Proven track record of success in achieving growth and retention metrics in a customer-facing role, with at least 8 years of experience in customer success management
- Strong leadership skills, with the ability to inspire and motivate a team towards achieving common goals
- Exceptional communication and interpersonal skills, with the ability to build rapport and credibility with clients at all levels
- Strategic mindset, with the ability to develop and execute customer success strategies aligned with business objectives
- Analytical mindset, with proficiency in data analysis and interpretation to drive data-driven decision-making
- Experience working with highly technical customers across cloud infrastructure, developer tooling, or business intelligence products
- Passion for customer advocacy and driving customer outcomes in a fast-paced, dynamic environment
- Experience managing and prioritizing a regional book of business
- Someone who is willing to travel for a portion of their time in the spirit of making real, genuine connections with customers
- A self-described friendly, extroverted person
- A kind person
Benefits:
- equity
- 401(k) plan
- medical, dental, and vision benefits
- education stipends
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