VP of Global Customer Success

Sama is searching for a talented, tech-oriented, mission-driven and experienced VP of Global Customer Success to help scale a team of 8 across our Consumer Tech, Retail and Transportation industry segments. This client base consists of several large, strategic accounts as well as enterprise level accounts ripe for expansion which are all very complex, highly dynamic customers that support 7 and 8 figure revenues for Sama. You will lead strategy, structure and oversight of the global customer success organization. You would lead a Customer Success team that includes two first line Directors and partner closely with a large Ops team in East Africa. You would need to work effectively cross-functionally with Account Executives, Pre-Sales Engineering, East Africa Project Delivery, Product and Solutions Engineering so experience working closely with several adjacent teams is necessary. You would be focused on engaging, growing and retaining our customer base through outstanding solution delivery, relationship management and problem solving. You will also empower the CS team in our sales methodology to ensure the entire customer journey is consistent and enjoyable for the customer base. This role is highly collaborative, working closely with clients and global teams at Sama and building strong lasting relationships. The ideal candidate would have a strong interest in both business and technology, and must be comfortable in a customer-facing position with up to 20-30% domestic and international travel. You will lead a team that acts as the customer's trusted advisor and subject matter expert for everything Sama and training data related, and should be comfortable with discussing product capabilities and communicating the customer's voice internally. You will own the vision, partnering with the SVP of Global Sales, on how to ensure scalability of this very important team. This vision consists of how to adopt a Product-centric CS methodology without losing the detail oriented nature of managing a tech enabled services offering. You will own the optimizing workstreams, managing through data, spotting trends in our ICP, strategic focus on how to up level existing team members and adopting a recruiting strategy to ensure we attract and recruit top talent. Key Responsibilities: Responsible for ensuring customer satisfaction across Sama's entire customer base of SaaS and tech enabled solutions. Ensure alignment with customer expectations and behaviors to success, deeply understanding the customer's organizational goals, culture, blockers and priorities. Be an escalation contact for high level customer stakeholders and understand when further escalation is needed. Work with the customer to identify/resolve all issues that could impact customer satisfaction. Drive and enhance ongoing engagements with customers including check-ins, QBRs and establish the right customer cadence along with other internal customer facing teams. Key success metrics for this role are retention of revenue, expansion of revenue and customer satisfaction. Identify reasons for expansion and address concerns on retention. Improve customer engagement and increase adoption of our Sama platform by being the customer's most trusted advisor and the voice of the customer internally. Inspire and grow the Customer Success Team Lead, mentor and further develop a high performing Customer Success team; design and set daily, weekly and monthly targets to drive execution toward growth and retention metrics. Actively coach the Success Team to master necessary skills to become the best in class Customer Success team. Create a culture dedicated to growth, collaboration, accountability and respect toward Sama's mission and values. Drive continuous improvement across the Customer Journey Evolving key customer touch points to move to a proactive approach in customer sentiment as well as predictably manage renewal and expansion forecasts. Establish and maintain key metrics to appropriately enhance Sama's Ideal Customer Profile to highlight and inform GTM strategy. Actively manage a team in North America and Europe that range in servicing different use cases across our verticals to ensure a proactive approach to the customer experience. Enhance and enforce our customer journey through post sales funnel Salesforce stages. Provide technical guidance to customer developers, product managers, systems architects, applied research scientists, etc around best practices on how to leverage the client's technology as well as Sama's suite of training data services. About You: As the VP of Global Customer Success, you will be a proven leader with relevant SaaS and solutions delivery experience who has expertise in accelerating account growth. You will have a track record of owning the customer journey and successful retention. You will also bring an operational mindset focused on metrics, KPIs and accountability. 10 years of customer facing experience. 5 years of customer success experience leading high-performing teams in a high-growth, SaaS environment, ideally working with enterprise level customers. 3-5 years of direct management of managers, with demonstrated success building experience working in a global company and with professional services teams. An ability and desire to deliver results at both strategic and tactical levels. Alignment to Sama's social mission. Metrics driven; possess a data analytics and process mindset that can build organizational scalability to deliver predictable, repeatable and scalable results. Proven ability to attract, develop, retain and motivate a team, combined with strong leadership skills. An inquisitive nature and a relentless focus on continuous improvement. An entrepreneurial spirit with innovative ideas. Competitive - you have a strong desire to exceed expectations and possess a results-oriented mindset. Experience managing high-value accounts through high-touch partnerships with customers. Experience working in tech environments and familiar with technical concepts. Strong communicator with the ability to explain complex concepts to a variety of stakeholders. Results-driven contributor who can work independently and as part of a virtually-collaborative team. Ability to adapt information & style to the audience, explain difficult concepts concisely, establish consensus, and ultimately gain agreement. Highly curious and willing to stretch, learn, develop, and (at times) be uncomfortable making decisions without all of the data. Creates cultures dedicated to growth, collaboration, accountability and respect, a value-oriented environment that rewards teamwork, accountability and achievement. Has a strong desire to be a part of Sama's global impact mission. About Sama: The majority of the Fortune 50 trust Sama to deliver secure, high-quality training data and validation for the technology teams driving humanity forward. From self-driving cars to smart hardware, Sama fuels AI. Founded over a decade ago, we're experts in image, video and sensor data annotation and validation for machine learning algorithms in industries including automotive, navigation, AR/VR, biotech, agriculture, manufacturing, and e-commerce. Our staff are driven by a mission to expand opportunity for low-income people through the digital economy, and our social business model has helped lift over 60,000 people out of poverty. We are one of B Corp Best in the World in 2021 and continue to push the boundaries of Ethics in AI. Our Culture: Sama is quite unique. We are a technology company with a social mission. People that thrive in a high growth environment, love working on the cutting edge of technology, and really care about having a positive impact on the world are a great fit for the Sama culture. Our core values are grit, integrity, humanity, and GTD (Get Things Done). Our Benefits: Sama offers competitive compensation commensurate with experience and a full benefits package, including medical, dental, and vision insurance, short- and long-term disability insurance, AD&D insurance, employer-matching 401K, generous holiday and vacation policies, sabbaticals, paid disability and baby bonding leave, a monthly gym stipend, and professional development opportunities. Salary Range: $250K -- $500K+ Minimum Qualification: Account Management, Sales Estimated Salary: $20 to $28 per hour based on qualifications. #J-18808-Ljbffr