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VP Customer Success Leader

1 month ago

Étreux, Hauts-de-France, United States Blink - The Employee App Full time
About the Role

We are seeking a highly motivated and experienced VP of Customer Success to lead and manage our UK and US based CS teams. As a key member of our leadership team, you will drive customer satisfaction, retention, and growth while gleaning strategic insights that improve our product value and drive revenue growth through renewals, net retention, and expansions.

Key Responsibilities
  • Drive value for customers through expertise, empathy, and data-driven decision making
  • Drive maximum value for Blink within our customers by understanding their business goals and utilizing your deep industry knowledge to identify trends and best practices
  • Act as the escalation point for customer queries or concerns, ensuring their prompt resolution and focusing on their success and satisfaction
  • Champion the voice of the customer within the organization, ensuring their needs and feedback influence key business decisions and product development
  • Build and maintain strong, long-term relationships with key customers, focusing on their success and satisfaction
Operational Excellence

Utilize data and analytics to measure and improve customer success metrics, such as customer satisfaction, churn rates, and net promoter scores.

Develop and refine customer playbooks and processes to ensure consistent, high-quality customer experiences at each point in the customer journey, to drive growth and minimize churn while also enhancing the efficiency, scalability, and effectiveness of the team.

Leadership and Team Management

Build, lead, and inspire a high-performing team, delivering transformational leadership that motivates and engages your team, fostering a positive, high-performance culture that attracts and retains A-player CSMs and ensures they exceed expectations and meet ambitious targets.

Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization.

Support the professional growth and development of the Customer Success team.

Strategic Vision and Leadership

Develop and execute a strategic vision for customer success that aligns with Blink's overall business goals.

Collaborate with executive leadership to influence company strategy and product development based on customer insights.

Make informed decisions based on data insights to drive customer success initiatives and strategies.

Requirements
  • Significant experience scaling a world-class Customer Success team within a SaaS organization, with proven success against revenue and customer renewal metrics
  • Deep understanding of customer-centric principles and a passion for delivering exceptional customer experiences
  • Ability to focus on user needs and a deep curiosity about the products that help to meet them
  • Strong strategic thinking skills with the ability to develop and execute customer success strategies, with a data-driven approach to measuring outcomes and success
  • Excellent communicator in all mediums, with the ability to tailor communications to best suit the situation and achieve great outcomes, and work effectively across departments
What We Offer

You will have the opportunity to be part of something impactful, large-scale, and meaningful. Most importantly, you'll work for a company with a strong purpose, with an ambitious and supportive team embarking on a journey most start-ups can only dream of.

A generous base salary, equity allocations with significant upside potential, a simple, transparent, and generous commission plan, 401(k) to help you save for a bright future, and private health insurance with medical, dental, and vision coverage.

Ability for you to grow, learn, and solve a variety of challenges, working in an ambitious environment with smart people.

We value and respect individual differences, so all applications will receive fair and equal consideration without regard to ethnicity, religion, gender, gender identity or expression, sexual orientation, nationality, disability, age, or veteran status.