VP of Customer Success

4 weeks ago


New York, New York, United States Spark Advisors Full time

About the Role

Spark Advisors is seeking a seasoned professional to lead our customer success and operations efforts. As VP of Customer Success, you will be responsible for developing and executing a strategic vision for customer success and operations, ensuring seamless onboarding experiences, and driving efficiency through process improvements.

Key Responsibilities

  • Own the strategic vision and roadmap for customer success and operations
  • Build and manage a multi-functional organization, including account management, agency contracting, and customer experience teams
  • Collaborate with GTM leaders to assess sales strategy impact on contracting roadmap and backlog
  • Identify ways to drive greater efficiency through automation and outsourcing
  • Be accountable for core business metrics, such as time to onboard, CSAT, NPS, and cost to service each application
  • Support closing large and complex prospects/clients as the leader of the function and primary subject matter expert on agent/agency finance and contracting services

Requirements

  • Extensive experience managing and building high-performing operations or customer success teams
  • Track record of overseeing multiple teams with their own mandates, ideally with a mix of hourly and salaried employee profiles
  • Experience designing service models that balance operational excellence and efficiency
  • Passion for constantly improving the customer experience and finding new ways to go above and beyond
  • Strong project management skills and prior experience navigating through significant process changes
  • Bias towards data-driven decision-making when driving team's performance and impact
  • Ability to influence and lead others through empathy
  • Excellent written and verbal communication skills

What We Offer

  • Competitive salary range: $210,000—$240,000 USD
  • Equity compensation
  • Health care, including dental and vision through our PEO Sequoia
  • Flexible work location; co-working available
  • 401k
  • Paid Time Off
  • Monthly Remote Work Stipend (help cover costs of home-office needs)
  • Paid Parental Leave
  • Up to 12 weeks for birthing parents
  • Up to 8 weeks for non-birth parents
  • 11 paid holidays
  • Wellbeing Perks through SpringHealth, OneMedical, PerkSpot, and SoFi

About Spark Advisors

At Spark Advisors, we're a mission-driven company helping independent Medicare brokers build the insurance business of their dreams. We provide workflows and services to help brokers achieve transformative growth.

We're committed to hiring the best team to serve our clients regardless of their background. We need diverse perspectives to reflect the diversity of our problems and the population we serve.



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