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VP of Client Success

Company: Software Services, New York, NY
Location: New York
Posted on: April 18, 2019

Job Description:

Company is a human intelligence platform that helps organizations make better, more informed decisions…faster. Powered by an on-demand network of more than a million consumers, Company lets you target and retarget any consumer segment to ask questions and get insights in minutes. Some of the biggest brands in the world use Company to validate important decisions, better understand their customers, increase conversions and growth. Learn more at We're looking for a talented leader to manage our growing post-sales Client Success team. As the VP, Client Success, you will focus on driving strong customer adoption of the Company platform, and positive business outcomes for Company clients. As the ideal candidate, you have significant experience managing and mentoring Client Success teams at high-growth startups, working across a wide range of customer types and industries. This role is based in New York City. Responsibilities: Lead an organization of Client Success Managers who are responsible for widespread adoption of Company technology across our client base, and ultimately for achieving or surpassing Company’s dollar renewal rate targets. Define and mentor an organizational structure for scale that is cost efficient, yet does not sacrifice our high standard of excellence when providing support to clients Hire and nurture new talent into our Client Success organization that is equipped to meet the demands of our rapidly evolving business and customer base Develop KPIs, manage performance, and establish career path opportunities for the Client Success team Shape our service offerings, and response level commitments, commensurate to the level of effort required to properly service customers and improve renewal rates Partner with the engineering, product, enablement, sales and technical support teams to ensure positive customer outcomes Prioritize and funnel customer feedback to the Product team to optimize the user experience with Company Suggest Qualifications: Bachelor’s Degree or equivalent 10+ years experience successfully leading a distributed Customer Success team, ideally in a B2B SaaS environment Proven track record of successfully managing a team within established budget parameters, and allocating resources effectively based on internal and external demands Ability to hire and mentor team members, including more technical and more strategic resources Excellent interpersonal skills and empathy for clients Significant experience building customer relationships at senior level and handling escalations Ability to thrive in a cross-functional environment while juggling multiple responsibilities Talent for synthesizing complex ideas and communicating them in a way others can easily understand High level of intellectual curiosity -- you see opportunity and growth in learning more about what you do and how it impacts others An understanding of enterprise technology Domain knowledge of Mobile, Web, Marketing Automation and Marketing Analytics are a plus

Keywords: Software Services, New York, NY, New York , VP of Client Success, Executive , New York, New York

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