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VP of Customer Success

4 months ago

San Francisco, United States Akia Full time

Akia is a venture-backed startup founded by ex-Meta engineers. We are an AI-powered guest journey platform that solves challenges around having too much to do. By seamlessly integrating messaging and automation into existing workflows, Akia is the driving force behind relaxing vacations.


As the VP of Customer Success, you’ll play a critical role to build and operationalize the organization to drive post-sales success for our customers. Your team's objectives are to drive customer health, retention, and expansion opportunities by providing a best-in-class service that meets our customers’ business needs. As the leader of a growing team, you will define new processes, hire and manage Customer Success Managers, and collaborate internally within Akia to drive continuous growth and improvement.


What you’ll be doing

  • Build customer success organization to attract and retain talent
  • Coach and mentor high-performing individual contributors
  • Define and own the post-sales customer experience - implementation, support, churn prevention, and account expansion
  • Work with operations to define and measure organizational impact
  • Understand our customer base and their business needs in order to promote trust; and drive results, best practices, and adoption
  • Partner with sales, product, and engineering to increase revenue and enhanced products


What you should have

  • 10+ years in a customer success leadership role in fast-growing SaaS companies
  • Work Full-Time in office (San Francisco)
  • Experience building customer success organizations for scale and growth with well-defined metrics
  • Demonstrated ownership and success of operational rigor and consistency
  • Process-oriented with goals to create efficiency through automations and toolings


Perks

  • Paid Time Off
  • Health, Dental, Vision, Life benefits
  • 401k Matching
  • Commuter benefits

Job Type: Full-time

  • Work Location: On-site