Vice President, Customer Success
Varicent
full-time
Posted on:
Location Type: Remote
Location: Arizona • Florida • United States
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Job Level
Tech Stack
About the role
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Go-To-Market strategyCustomer Success managementOKRs (Objectives & Key Results)metrics trackingcustomer health metricsproduct adoption strategiescustomer engagement strategiesretention strategiesexpansion salesbusiness performance measures
Soft Skills
leadershipcommunicationempathycreativityinspirationresults-focusedteam developmentproblem-solvingcollaborationcustomer advocacy
Certifications
Bachelor’s degree