Vice President of Customer Success

4 days ago

San Francisco, California, United States R-Zero Full time
About R-Zero

R-Zero is a pioneering company in the smart building technology space, dedicated to delivering real-time insights that optimize indoor spaces, boost workforce productivity, and create operational efficiencies. Our innovative solutions include IAQ and comfort monitoring, high-efficiency HVAC filtration, space utilization sensors, occupancy-based building controls, and real estate performance analytics. Our connected platform is user-friendly, secure, and scalable, empowering owners, operators, and tenants to prepare their buildings for the future.

Role Overview

As the Vice President of Customer Success, you will be responsible for maintaining and growing relationships with R-Zero's existing customers. You will lead a team that ensures customer satisfaction while driving revenue growth through renewals and expansion opportunities. Your key responsibilities will include developing and implementing customer retention strategies, leading a team of customer success managers, owning and growing key customer relationships, and driving revenue growth through upselling and cross-selling opportunities.

Key Responsibilities
  • Develop and implement customer retention strategies to improve customer satisfaction and loyalty
  • Lead a team of customer success managers, providing coaching and ensuring the team is working effectively to achieve company objectives
  • Own and grow key customer relationships, leading by example with player coach management
  • Lead quarterly Customer Advisory Board meetings, partnering with Product and GTM teams
  • Drive revenue growth by identifying opportunities for upselling and cross-selling, developing strategies to increase customer retention, and collaborating with other teams within the organization to identify new revenue opportunities
  • Manage R-Zero's Net Promoter Score surveys and actioning against results
  • Partner cross-functionally to provide seamless onboarding, engaging touchpoints, product updates, and technical support
  • Manage customer feedback and package up learnings for functional teams
  • Own internal library of best practices including process documents, training videos, customer outreach templates, and onboarding checklists
Requirements
  • Bachelor's Degree or similar level of education
  • 12+ years of experience in customer success or account management
  • Strong people manager with experience building and leading high-performing and engaged teams
  • Ability to develop and implement customer success strategies that align with business goals
  • Demonstrated track record of delivering customer growth and hitting OKRs
  • Strong commitment to customer satisfaction and retention strategies with experience in implementing customer feedback loops and advocacy programs
  • Excellent verbal and written communication skills for effective interactions with stakeholders at all levels
  • Ability to operate cross-functionally, leading and influencing colleagues over whom you have no direct authority, ultimately leading to timely tactical decision-making to advance objectives
  • Proficiency in data analysis to understand customer behavior, usage patterns, and feedback
  • Unafraid to prioritize and make trade-offs
  • Experience in building intelligence, smart buildings, CRE, property tech, energy management, or IoT sectors is preferred
What We Offer
  • Competitive total compensation with equity
  • Unlimited vacation and paid holidays
  • Healthcare benefits starting on day one
  • 12 weeks paid parental leave for all genders
  • 401(k) program starting on day one
  • AD+D and life insurance
About R-Zero's Benefits Program

R-Zero's benefits program underscores our commitment to health equity and care for all people, including our employees. We believe in creating a diverse and inclusive global work environment and are committed to a policy of Equal Employment Opportunity.

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