Vice President of Customer Success
4 weeks ago
We're a fast-growing startup revolutionizing text marketing and customer engagement for restaurants. Our founders have a proven track record of success, having participated in a $21M exit and been part of the Y Combinator S22 batch. We're backed by top investors like Gordon Food Service, Trestle Partners, and Goodwater Capital.
Job SummaryWe're seeking an experienced Vice President of Customer Success to join our executive team. As a key member, you'll develop and execute strategies to drive customer growth and retention. You'll lead a team of customer-facing professionals, working closely with revenue leaders to ensure cross-functional success.
Key Responsibilities- Develop and execute customer growth and retention strategies
- Lead a team of customer-facing professionals, including Managers, Onboarding/Activation Managers, and Customer Success Managers
- Work closely with revenue leaders to ensure cross-functional success
- Define and monitor department and individual KPIs
- Participate in customer escalation calls and interviews to gather feedback and identify trends
- Advocate for customers within the organization, ensuring their voice is heard in product development and strategic planning
- 8+ years of experience as a Customer Success Department Head (Director/VP+) at venture-backed startups
- Experience serving an SMB customer base, with a plus for restaurant industry experience
- Proven track record of scaling companies from $5M to $20M+
- Excellent recruiter with a strong network of key individual contributors
- Curiosity, enthusiasm, optimism, and a willingness to take ownership and figure things out
- Powerful and engaging leader with a track record of success
- Healthcare premium contributions
- Free unlimited mental health and telehealth
- 401k with company match
- Team and company lunches and activities
- Tons of learning and growth opportunities
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