Vice President of Customer Success

5 months ago

Boston, United States IP Fabric Full time

Join a pioneering force in network automation At IP Fabric, we're on a mission to define and lead the technology space of network assurance. As we take strides towards realizing this ambitious goal, we're in search of the sharpest minds to join our diverse and distributed team, helping us shape the future of network assurance. After securing a series B investment, we continue to grow the business, spanning across Europe, the US, and far beyond. As the VP of Customer Success at IP Fabric, you'll play a pivotal role in shaping the future of network assurance and automation. Your mission: build and execute strategies that not only drive customer adoption, satisfaction, retention, and growth but also establish a new department that becomes the heartbeat of our success story. Key Responsibilities: Strategic Leadership: Craft and implement a comprehensive customer success strategy that intricately aligns with our business goals and objectives. Define key performance indicators (KPIs) to gauge and continuously refine the effectiveness of our customer success initiatives. Building from Scratch: This isn't just about leading a team; it's about building one from the ground up. You’ll be expected to build scalable and targeted processes/programs through automation, customer segmentation, etc. With the aim to understand and address the specific needs of our customers. Team Growth and Success: Source, train, and lead a customer success team that sets the bar high. Cultivate a collaborative and customer-focused environment, empowering your team to deliver experiences that go beyond expectations. Customer Onboarding: Develop and implement a seamless onboarding process. Tailor experiences to ensure our customers not only understand but extract maximum value from our solutions. Customer Engagement: Build unbreakable relationships with key stakeholders and customers. Work seamlessly with Marketing and Sales teams to ensure a unified approach to customer success. Retention and Expansion: Create strategies that don't just retain but propel our customer base forward. Strategically identify upselling and cross-selling opportunities based on deep understanding of customer needs and usage patterns. Customer Advocacy: Be the internal voice for our customers. Advocate for enhancements, features, and process improvements based on invaluable customer feedback. Drive a culture of continuous improvement. Metrics and Reporting: Own customer success metrics, generating insightful reports for senior management. Use data-driven insights to refine strategies and make informed decisions. What You’ll Need: Proven experience in a customer success leadership role within the tech industry. Track record of building and leading successful customer success teams and processes from the ground up in a fast-growing environment. Track record of ensuring adoption within the large enterprise segment. Empathy Strong understanding of network infrastructure, network automation, or related technical domains would be a huge plus. Analytical mindset with the ability to turn data into actionable insights. Strategic thinking with a customer-centric approach. Experience with customer success tools. Excellent communication and presentation skills. Why Join Us: IP Fabric isn't just a workplace; it's an opportunity to pioneer change. Join a passionate team that values innovation, collaboration, and excellence. As the architect of our Customer Success function, you'll have the autonomy to make impactful decisions and drive meaningful change. If you're a strategic thinker, a team builder, and a customer advocate ready to lead a new function that directly impacts our customers' success, welcome aboard this incredible journey. Benefits and Perks 25 days of PTO. Health, Dental and Vision Insurance. Employer-matched 401(k) plan.

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