VP Customer Success Leader

7 days ago

Walnut Creek, California, United States ASG Full time
About the Role

The Vice President of Customer Success will play a critical role in partnering with ASG Operating Companies to drive revenue growth through onboarding, adoption, and expansion initiatives.

Key Responsibilities
  • Run a repeatable process for engaging Operating Companies, typically in 60-90 day projects.
  • Maintain a clear catalog of defined services that can be delivered with expected outcomes.
  • For each engagement, move quickly through an assessment, focusing on the highest area of opportunity.
  • Do the work required to win, working closely with operators and rolling up sleeves.
  • Monitor KPIs and hand-off to skilled operators to ensure there's no backsliding.
What You'll Achieve
  • Rely on your hands-on operating experience but use a consultative approach, working directly with senior-most CX/CS leaders at Operating Companies.
  • Develop and implement comprehensive onboarding programs to help customers achieve first value, installing best-in-class processes including handoffs, kick-off calls, and joint impact plans.
  • Develop and implement programs to ensure customers adopt the product effectively, improving renewal rates, and installing usage monitoring, account health scoring, and business reviews.
  • Identify and execute opportunities for upselling and cross-selling to existing customers, growing expansion revenue, and establishing processes for whitespace planning, account planning, and expansion execution.
  • Accelerate CX functional maturity by establishing minimum viable practices for people, process, and systems, and support CX hiring in the portfolio.
  • Own relationships with CX leaders across the portfolio, providing coaching and career development in line with our PeopleFirst approach.
What We're Looking For
  • Proven experience in customer success management, particularly within SaaS environments.
  • A strong understanding of onboarding, adoption, and expansion strategies.
  • The ability to teach and mentor others effectively.
  • A proactive, solution-oriented mindset with a 'I'll figure it out' attitude.
  • Exceptional verbal and written communication skills.
  • High emotional intelligence and the ability to build strong relationships.
  • Strong financial, analytical, strategic, and problem-solving skills.
  • A passion for software and building enduring businesses.
  • Alignment with our Core Values: 'Will to win and win with love,' 'Live full lives,' 'Candor means we care,' 'Think big, then think bigger,' 'Entrepreneurs at heart,' 'Data insights drive action.'
  • The ability to thrive in a small, growing, fast-paced, and results-oriented environment.

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