Vice President - Customer Success
- Within 30 days: establish strategic direction, assess organizational capabilities, and align leadership team.
- Within 90 days: implement organizational changes and secure resources for strategic initiatives.
- Within 6 months: deliver transformational outcomes that significantly impact business metrics.
- Increase net revenue retention via proactive success plans, health scoring, and executive QBRs.
- Reduce time-to-value and support response/resolution times while raising CSAT.
- Onboard new customers and ensure successful product adoption
- Monitor customer health metrics and proactively address potential issues
- Conduct regular check-ins and business reviews with key accounts
- Identify expansion opportunities within existing customer base
- Resolve customer issues and escalations in a timely manner
- Collaborate with product teams to communicate customer feedback and feature requests
- Set organizational strategy and long-term vision
- Build and lead high-performing leadership teams
- Drive company-wide initiatives and cultural transformation
- Organizational design: structures teams and processes for scale, defines roles and responsibilities clearly.
- Strategic vision: sets long-term direction, anticipates market changes, and positions organization for success.
- Executive presence: communicates with confidence to senior stakeholders, board members, and external partners.
- Culture building: shapes organizational values, drives cultural transformation, and models desired behaviors.
- Resource allocation: makes investment decisions, prioritizes initiatives, and optimizes organizational capabilities.
- Talent strategy: builds world-class leadership teams and creates succession planning across the organization.
- Executive relationship management and value realization.
- Customer health scoring, playbooks, and renewal/expansion strategy.
- VP Customer Success: relevant experience with a track record of measurable outcomes in success.
- Bachelor's degree or equivalent practical experience. Advanced degree is a plus depending on role.
- Typically 10–15+ years; sets strategy, builds organizations, and manages multi-team portfolios.
- Seniority: Leadership.
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