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Vice President of Customer Success Redwood Shores CA

1 month ago

Plano, United States Imperva Full time

Vice President of Customer Success - Redwood Shores, CA Company Overview: Cyber Security is a big deal. It’s in the news, growing rapidly, a critical tool for every company, and our specialty. Imperva is a public company (NASDAQ: IMPV) and a leading provider of data and application security solutions that protect business-critical information in the cloud and on-premise. Our customers include leading enterprises, government organizations, SMBs, and service providers who rely on Imperva Incapsula to securely deliver their websites and applications at lightning speed. Why Imperva? We have experienced the following growth and achievements: Grew revenue 22% to $322 million in 2017 Selling to over 5900 customers worldwide 500 partners in 100+ countries worldwide Imperva’s Web Application Firewall has been in the Leader’s Quadrant of the Gartner Magic Quadrant for 4 straight years Imperva Incapsula is a leader in the Forrester Wave for DDoS Services with the highest score in the “current offering” category Position Overview: This role includes responsibilities for Customer Success activities (e.g., onboarding, support, services, adoption, advocacy, retention, etc.) and outcomes. Responsibilities: Drive Customer Success Outcomes: Increase renewal rates and reduce churn Expand our revenue in accounts through cross-sell and up-sell Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores Drive new business growth through greater advocacy and reference-ability Define and Optimize Customer Lifecycle: Map customer journey Develop listening points in journey (e.g., usage, satisfaction, etc.) Standardize interventions for each point in journey Define segmentation of customer base and varying strategies Identify opportunities for continuous improvement Learn from best practices in the industry Manage Customer Success Activities: Onboarding Customer Success Management Renewals Advocacy Measure Effectiveness of Customer Success: Define operational metrics for team Establish system for tracking metrics Create cadence for review within team Expose subset of metrics to executive team, company, and board Lead World-class Customer Success Team: Recruit experienced leaders for each functional role Attract high potential individual contributors into team Create rapid onboarding process for new team members Foster collaboration within team and across customer lifecycle Encourage continuous learning within team Enhance Effectiveness and Efficiency Through Technology: Support systems Reference and advocacy solutions Customer Success Management platform Inspire Customer Success Across Company: Create company-wide culture of Customer Success Align with Marketing around marketing to existing clients Align with Product around driving product roadmap Align with Sales around cross-sell and up-sell and focus on selling with a retention focus Align with Finance around measurement and forecasting Align with Executive Team around key metrics and objectives Drive company-wide definition of ideal customer Create company-wide customer feedback loop Required Experience/Skills: 10+ years experience in leading customer-facing organizations Ability to manage influence through persuasion, negotiation, and consensus building Ideally combined background of post-sale and sales experience Strong empathy for customers AND passion for revenue and growth Deep understanding of value drivers Analytical and process-oriented mindset Demonstrated desire for continuous learning and improvement Enthusiastic and creative leader with the ability to inspire others Excellent communication and presentation skills Relevant Bachelor’s degree; preference for computer science or related degrees Rewards: Imperva offers a competitive compensation package that includes base salary, medical, employee stock purchase (ESP) programs, flexible time off, and more. It’s an exciting time to work in the security space. Check out our products and services at www.imperva.com and career opportunities at www.imperva.com/careers . Legal Notice: Imperva is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, ancestry, pregnancy, age, sexual orientation, gender identity, marital status, protected veteran status, medical condition or disability, or any other characteristic protected by law. #J-18808-Ljbffr