The VP of Client Success is a proven leader with a track record of scaling SaaS customer success organizations. This role will develop and lead a strong, knowledgeable, and proactive client-facing team. The VP will drive a results-oriented culture and will architect, execute and continuously improve operational plans and processes.
As our client’s leading voice of the client, this role will drive customer outcomes, define and optimize the customer lifecycle, and manage the success activities. The VP will own the client’s lifecycle and client’s satisfaction, ensuring maximum value throughout onboarding, training and support, client management, renewals, cross sell, expansion and advocacy.
Responsibilities:
- Hire, mentor and direct our client’s post-sales team of Client Success Managers (CSM) and Client Support Specialists (CSS).
- Ultimate ownership of Client Success Manager’s outcomes including adoption, health score, retention revenue, renewal rate, expansion revenue, churn rate and advocacy.
- Expand revenue and coach CSMs to actively identify upsell and cross sell opportunities.
- Partner with sales leaders and account executives and offer account insight to build pipeline volume and accelerate expansion velocity.
- Drive new business growth and establish loyalty, advocacy and referral program(s) in coordination with marketing and business development.
- Measure, analyze and improve the effectiveness of Client Support Specialists in coordination with the Manager of Client Support; track and optimize key metrics
- including Time to Value, POC velocity, account configuration pace, etc.
- Create and deploy optimal client lifecycles, establish best practice playbooks and business review process.
- Map the client’s journey, optimize the client’s lifecycle and heath score; identify listening points and standardized actions at each journey point.
- Establish a scalable segmentation strategy; build interventions for each key moment in the journey and identify areas for continuous improvement.
- Optimize effectiveness leveraging data and technology to proactively measure, monitor and predict client behavior.
- Launch the Voice of the Customer program and solicit regular feedback from client-facing functions to deliver key insights to product.
- Champion client priorities with senior leadership; Collaborate and communicate with product and engineering colleagues to influence client success initiatives within the product roadmap.
- Anticipate business value concerns, poor ROI and process and related deployment
- obstacles and communicate internally.
- Evaluate risk drivers across products to make strategic decisions & align resources across teams.
- Identify business needs for growth, productivity improvement as well customer experience improvement opportunities.
Qualifications:
- MBA or equivalent experience required
- 4+ years of experience leading teams in customer-facing capacity (e.g. Account Management, Client Success)
- Successful track record of managing at least $50 Million in ARR
- Excellent written and verbal communication skills
- Proven record of driving adoption and growth of the install base
- Executive-level experience in a B2B customer success role with a fast-paced SaaS organization. SaaS experience a must
- Hands-on experience using success tools (e.g. Salesforce, Gainsight, Zendesk, HubSpot)
- Data visualization experience (e.g. Microsoft Power BI, Tableau) preferred