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VP of Customer Success
3 months ago
Chargezoom is Salt Lake City's fastest growing Fintech startup, we are looking for a dynamic VP of Customer Success to lead our customer success team and ensure our clients achieve their desired outcomes using our services.
**IMPORTANT**
We are only accepting applications from experienced SaaS CS leaders. If you have not been in a Director level or higher Customer Success (CS) role at a software (SaaS) company, we cannot consider your application for this role. Please consider a one of the two CSM roles that are open.
Role Overview
The VP of Customer Success will play a critical role in driving customer satisfaction and loyalty, ensuring our clients receive outstanding support and derive maximum value from our solutions. This leadership position requires a strategic thinker with a passion for service excellence, a deep understanding of customer success principles, and the ability to inspire and lead a high-performing team.
Key Responsibilities
Develop and implement a comprehensive customer success strategy that enhances customer satisfaction, encourages growth, and reduces churn.
Lead, mentor, and scale the customer success team to ensure they have the skills, tools, and resources to succeed.
Establish clear customer success metrics and KPIs to measure performance and identify areas for improvement.
Work closely with the sales, marketing, and product development teams to ensure a cohesive customer journey and the delivery of consistent value.
Manage key customer relationships and participate in strategic meetings with our top clients.
Provide insights to the product team based on customer feedback to help guide product development and enhancements.
Develop and manage customer success resources, such as onboarding guides, knowledge bases, and training programs.
Forecast and report on customer success metrics, presenting insights and recommendations to senior leadership.
Qualifications
Minimum of 5 years of experience in a customer success in a senior leadership role in the SaaS or fintech industries.
Proven track record of leading customer success teams to achieve and exceed their goals.
Strong analytical skills with the ability to translate data into actionable insights.
Exceptional interpersonal and communication skills, with the ability to build relationships with key stakeholders.
Experience with customer success software and CRM tools.
Can create a customer lifecycle presentation, clearly define each lifecycle stage and how to create and implement a playbook for each stage.
Passionate about technology and its potential to solve real-world problems.
What We Offer
Competitive salary and benefits package.
A dynamic and inclusive work environment.
Opportunities for professional growth and development.
The chance to make a significant impact on our company’s success and growth.
Salary
Base salary is $150k/yr + monthly bonuses for exceeding KPIs
OTE is $165k/yr
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