Zero100

Vice President

• Own NPI for our product set and expand our suite of tools, insights, and community events to maximize customer impact.
• Translate new product ideas into a north-star vision and actionable roadmap. Regularly review and debate strategy with our Senior Leadership Team, CEO, and Board.
• Partner with teams across the business – including Insights, Community, Data, Engineering, and Go-to-Market – to execute new product ideas and deliver the product roadmap.
• Develop a deep understanding of the needs of our customers (both stated and unstated) through close collaboration with our Insights team and ongoing product delivery support. Role requires strong executive-level communication skills.
• Dive (very) deep into product usage trends, metrics, and analysis; create new/novel metrics to track how customers are using our products to deliver business outcomes.

VP, Product

Customer Success Manager

• Platform Ownership & Optimization: Continuously enhance the back-end structure and front-end interface of our Planhat customer success management tool. Responsible for platform architecture, custom field management, automation development, and system stability and reliability.
• Account Health & Analytics: Track and monitor customer outcomes at scale and present data-backed insights and recommendations for how we can continually improve our member experience to leadership.
• Reporting & Data Visualization: Continually develop our reporting capabilities to meet stakeholder requirements. Create dashboards that drive data-informed and proactive customer success decisions.
• Process Documentation & Enablement: Maintain and improve all Customer Engagement team enablement materials, including the Account Management Playbook and Planhat Standard Operating Procedures (SOPs). Ensure documentation remains current and accessible.
• Training & Adoption: Lead onboarding for new Planhat users and ongoing training for new Planhat features and functionalities across user teams. Monitor adoption and provide day-to-day support to maximize platform utilization and effectiveness.
• Bridging Business Needs & Technical Solutions: Partner with stakeholders to translate business requirements into scalable platform solutions. Evaluate, prioritize, and implement new feature requests, driving initiatives forward across remote teams through clear communication and effective project management.

VP, Product

Customer Success Operations Manager