Chief Customer Success Officer

2 weeks ago

Little Ferry, New Jersey, United States Axios HQ Full time


Key Responsibility:

Axios HQ is a cutting-edge AI-driven platform designed to assist organizations in effectively planning, composing, and disseminating vital communications that enhance trust, transparency, and alignment.


Importance of the Role:

The Senior Vice President of Customer Success will be instrumental in propelling HQ's total revenue from $10 million to $100 million over the next five years.

This role, reporting directly to the Senior Vice President of Sales, will involve not only overseeing daily team operations but also collaborating closely with essential internal partners, including sales, marketing, strategy, product, and engineering teams, to ensure that our offerings align with the needs of both current and prospective clients.


Candidate Profile:
The ideal candidate will possess an entrepreneurial mindset and a fervor for developing and scaling teams and processes effectively within a rapidly growing startup environment. Key qualifications include:
- Proven experience in leading a customer success and account management division as a second-line leader, overseeing managers and individual contributors (including people managers, customer success managers, commercial account managers, and entry-level associates).
- A solid history of establishing performance analysis processes (KPIs).
- Expertise in Net Dollar Retention (NDR) and client retention strategies, along with the implementation of related processes.

- Demonstrated success in creating systems that support the entire client lifecycle, from onboarding to service, renewal, expansion, and upselling.

- Strong collaborative skills with the ability to inspire team members to achieve outstanding results in a remote-first setting.

- Exceptional emotional intelligence and a commitment to continuous personal and professional development as a leader.

- Capability to engage directly in closing business when necessary.

- Comfort in a dynamic and fast-paced environment.

- Strong analytical and problem-solving abilities.

- Experience in SaaS and startup organizations is highly desirable.

- A deep commitment to fostering a diverse and inclusive team culture.


Role Specifications:
The successful candidate will embody an entrepreneurial spirit and a dedication to Axios HQ's mission and values, which include raising the bar, maintaining curiosity, embracing inclusivity, and supporting one another. Desired skills and experience include:
- Over 3 years of successfully managing a growing customer success or account management organization within a scaling SaaS startup.
- Proven ability to increase client-side revenue to 110%+ NDR annually.
- Exceptional analytical skills and hands-on experience with CRM and sales tools to inform strategic decisions and enhance team performance.
- A track record of establishing, monitoring, and achieving performance analysis processes (KPIs), revenue forecasting, and process implementation in a fast-paced startup environment.
- Strong collaboration and stakeholder management skills, working closely with Marketing, Product, and Sales teams.
- Ability to influence product development based on customer insights.
- Excellent emotional intelligence and success in managing hybrid and remote teams.
- Proven capability to mentor and develop managers and representatives at various career stages.
- Passion for directly driving retention and revenue initiatives, demonstrating both leadership and hands-on capabilities.

Compensation and Benefits:
Axios HQ is committed to equitable compensation.

Annual on-target earnings for this position range from $250,000 to $275,000, influenced by various factors, including location, experience, and skills.

Benefits include health insurance options (with 100% coverage for individuals and 75% for families), fertility and family planning support, 12-week paid parental leave for primary caregivers, a 401K plan with company matching, tele-mental health services, a generous vacation policy along with company holidays, a monthly work-from-home stipend, company equity, a commitment to an inclusive and diverse workplace culture, and an annual learning and development stipend.


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