Vice President, Customer Success San Francisco
3 days ago
R-Zero is seeking a seasoned Customer Success professional to lead our Customer Success team in San Francisco. As Vice President, Customer Success, you will be responsible for maintaining and growing relationships with our existing customers, while driving revenue growth through renewals and expansion opportunities.
Key Responsibilities:- Develop and implement strategy to improve customer retention, 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 our 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, onboarding checklists.
- 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.
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